Help Advice with Virgin

Lex068

I'm hoping i can get some advice and help with my current Virgin Deal

I have been a customer with virgin for over 12 years. So that is pretty loyal right? Not from their point of view i guess

I was originally paying £36.98 for Broadband 150Mb and Talk Weekends (never use telephone ever, in fact it's unplugged)

I was on 100mb originally i believe with the free upgrade to 150 happening at some point. (can't remember when)

I was happily paying £36.98 ...

Then

My bill changed on Jul 26, 2016 to £39.58

I had no idea why until later on. Apparently my loyalty bonus had run out because I was out of my 12 month contract. It's funny how you are deemed no longer loyal even though you are still paying the bill and haven't cancelled...

I then tried my best to arrange a better deal. I was offered a deal £34.99 (before the so called price hike) Which didn't seem that great at the time.

I wasn't told at the time of any adjustments. Next person I spoke to offered the same deal but that it would be dropping to 100mb rather than the 150mb that i'm currently on. Or i could pay more to go up to 200mb.

I explained i was offered the same deal for 150mb where i was told that wasn't right. They couldn't process 150mb as there is no code for it? The guy spoke down to me as well...

Rang again the same day spoke to someone else who was a little more polite and he confirmed that the best deal was the 100mb offer for £34.99. Requested to speak to manager where i was told that they would call me back in 10 days. I agreed to be put on the call list and he came back to offer me 150mb for 12 month £34.99. Said we would still wait for the manager call as i wasn't happy with being messed about and being offered the original offer before being messed about.

That last call was on the 12th August and have never received a call back. I spoken to them a few times since and have never been able to speak to a manager. I also tried to get a better deal for the 200mb gaming broadband mainly because of the speed throttling i have been receiving.

The pricing has been contradictory and prices seem to be going up.

I would settle for £40 for the 200mb line but again tonight i was told that would not be possible (Just seen it online for new members??) They were saying it would be £46 for 6 months then it goes up to £48...

I'm very tired of dealing with them to be honest

also whist I have been trying to sort this all out my bills have increased gradually
August £42.98
September £42.98
October £46.47!?

My question to you is what deals have you had for 200mb connection with or without phone line? Can i do better? Should i leave?

latecomer

best thing to do is say you want to cancel. They will try and persuade you to stay but you wont get the best deals until you get a call back from the retention department. See the Virgin retentions thread for more info on how to deal with them.

[Deleted User]

Why do people think they should automatically receive a discount if they are a long-term customer, I wonder?

If you threaten to cancel (and mean it) then you will be offered a deal to stay, but if you simply continue being a customer then no retention deal will ever be offered.

Lex068

I forgot to mention that i have threatened to leave on quite a few occasions. I just haven't gone through with it completely yet. It has been so difficult dealing with them. I have given misinformation a few times. I was supposed to be called back twice from a manager but never was. It's just terrible customer service.

I was just hoping to get a fair deal that is all.

Also i don't automatically expect to get a discount for for being a loyal customer. I was pointing out the irony of having your loyalty discount taken away just as your contract finishes despite the fact that you still pay your bills on time and haven't cancelled... It's strange to me.

[Deleted User]

Lex068 wrote: »

I was just hoping to get a fair deal that is all.

If you don't cancel you will continue to get the fair deal you agreed to when you first subscribed.

If you cancel (not simply threaten) you will receive retention offers to encourage you to stay.

I don't know how more clearly I can put this.

dazzaofdagenham

I go through this threaten to leave process with all the companies I deal with. Loyalty doesn't exist anymore.

Here's a brief of efforts with virginmedia ( broadband only )

I did have a 10 pounds per month discount which expired in October this year, so thinking I was paying 25.25 for upto 150mbps, I regularly get above 100mbps so this is good for me.

I called in August seeing if I could extend the 10 pounds discount and quoted BT offers inc of 150 pounds gift card....they declined and I requested cancellation....retentions called and my ten pounds was reinstated for another year.....then a few weeks later got letter about pride increase....

Cancelled again, Rententions called and got a one off credit of 40 pounds to cover price increase.

Now it appears there's a fault in my area which is causing slowdown because of that dreaded word utilisation...

After a lot of faffing about I got a credit of 42.74 for this fault...

So cancel your account and wait for rententions to call, as I say there is no loyalty in this industry.......go for it

[Deleted User]

Do note that accepting any retention deal is usually subject to a new minimum term (up to eighteen months)

dazzaofdagenham

Moneyineptitude wrote: »

Do note that accepting any retention deal is usually subject to a new minimum term (up to eighteen months)

Yup, but agreed a 12 month term with them.