Virgin Outbound retentions

faddy

I'm trying to help a family member negotiate a retention deal with Virgin, and I gather that the best deals are offered by their Outbound retentions team and that the most effective way to trigger a call from them is for them to get a phone number port request from another ISP. So does anyone know please:


- which of the major ISPs can be relied on to handle a port request properly?
- what number do retentions call you from?
- if you miss the call will they try again?
- should we put in the Virgin cancellation and the order to the new ISP at the same time? (obviously wanting to be in a position to cancel the new order during the cooling off period)


Over in the Virgin retention deals thread people report having been offered 100Mbps for £20pm and and 50Mbps for £18pm. Are we likely to get these if we persist, or is it all a bit hit and miss?

AndyPK

Step 1 - dial 150 and selection option, thinking of leaving, "for another reason". Try and do a price deal there and then. Have competiters deals ready to quote at them so they can match.

Be ready to say, I know your service is quicker, but I don't need that fast a connection.

If that fails, put in your 30 Day cancellation.

Step 2 10 Days later? sign up somewhere else and request number transfer. Not all places do no transfer so research now.
I think you have 14 days to cancel this new order.

You need to consider the timing carefully.

It will take a few working days for the new supplier to request the port from VM and then VM to process and call you.

Also consider the worst of VM leaving and you wishing to go ahead with the new supplier for a continued connection. (you can pick installation dates during the sign up process sometimes,) so do some online dry runs


P.S I dunno what I'm talking about

[Deleted User]

No one is eligible for a retention deal - so don't be dismayed when they don't offer you one

[Deleted User]

!!! wrote: »

No one is eligible for a retention deal

Everyone is "eligible" for a retention deal, but no one is automatically entitled to one..

Generally speaking, all providers will attempt to prevent churn wherever possible, but it's not a given that every customer who cancels will be offered a retention deal. Nor is it any more likely if the customer requests a telephone number port..

faddy

Moneyineptitude wrote: »

Nor is it any more likely if the customer requests a telephone number port..

I was basing that on this thread.

[Deleted User]

faddy wrote: »

I was basing that on this thread.

Never trust advice from a self-proclaimed "insider".

pmduk

Things can change within companies on a day to day basis. Don't rely on what was being done back then.

good2talk

Hi
A couple of days ago I gave my 30 days notice.
I was on 200mb and basic weekend phone package. I paid 12 months line rent upfront and I was paying £18.99 per month.
They offered me same package with upfront line payment and new cost of £20.80 per month. I wasn't happy so gave 30 days notice.
Yesterday the retentions team called my landline but I was at work, and missus told them to call my mobile.
Today again retentions called landline and they were told to call my mobile.
So they called my mobile and asked why I was leaving and I said I wasn't happy with what I was offered.
So he said I will offer you the following:
12 months line rental pay upfront and 300mb broadband for £15 per month.
I was happy with this so took a new 12 month contract today.

faddy

good2talk wrote: »

Hi
A couple of days ago I gave my 30 days notice.
I was on 200mb and basic weekend phone package. I paid 12 months line rent upfront and I was paying £18.99 per month.
They offered me same package with upfront line payment and new cost of £20.80 per month. I wasn't happy so gave 30 days notice.
Yesterday the retentions team called my landline but I was at work, and missus told them to call my mobile.
Today again retentions called landline and they were told to call my mobile.
So they called my mobile and asked why I was leaving and I said I wasn't happy with what I was offered.
So he said I will offer you the following:
12 months line rental pay upfront and 300mb broadband for £15 per month.
I was happy with this so took a new 12 month contract today.

And all without signing up with another provider (so no port request)?

[Deleted User]

faddy wrote: »

And all without signing up with another provider (so no port request)?

Of far more importance is the manner you have conducted your account, how much you pay each month, whether you have had retention deals in the past etc

What is certain is that giving the thirty day notice (and sometimes actually letting the subscription lapse) will result in the best retention offers..