Virgin Media really poor customer service

Liam2594

Evening everyone,
After some experiences with Virgin Media and different offers they could offer.
Recently been in touch with Virgin Media for my Nan to see if I could do anything with her TV & broadband package, spoke to a lady who said they flatly refuse to offer any 'special' offers for existing customers. She basically said my nan was getting a good deal (basic TV package, 100mb broadband and phone calls) at £64 per month which is supposedly a discounted rate, now she's been a customer with Virgin for over twenty years (previously NTL & Cable & Wireless before that) but is getting absolutely no offers from them at all. I've asked them to cancel in the hope some offers come through, does this tend to be the case with Virgin? The lady openly said "well if she wants the new offers she can cancel, wait 30 days and then re-join which I thought was totally poor.

Any one had any recent experiences with them and had the same issue(s)?

JJ_Egan

Big VM thread on here .

https://forums.moneysavingexpert.com/discussion/5312230/haggle-with-virgin-our-new-guide/p1

Loyalty means nothing since the dawn of moneysavers .

Bigphil1474

It's not true that they don't offer deals to existing customers. I've been with VM for about 5 years now, and we've asked for and received a deal every time we've renewed. 

littleboo

Does she actually need a VM TV and BB package? What TV does she watch, is that available free to air? How does she use the BB? 

Brosgidi

Liam2594 said:

Evening everyone,
After some experiences with Virgin Media and different offers they could offer.
Recently been in touch with Virgin Media for my Nan to see if I could do anything with her TV & broadband package, spoke to a lady who said they flatly refuse to offer any 'special' offers for existing customers. She basically said my nan was getting a good deal (basic TV package, 100mb broadband and phone calls) at £64 per month which is supposedly a discounted rate, now she's been a customer with Virgin for over twenty years (previously NTL & Cable & Wireless before that) but is getting absolutely no offers from them at all. I've asked them to cancel in the hope some offers come through, does this tend to be the case with Virgin? The lady openly said "well if she wants the new offers she can cancel, wait 30 days and then re-join which I thought was totally poor.

Any one had any recent experiences with them and had the same issue(s)?

The answer is they normally do offer good deals but they seem to have a policy right now of whoever wants to leave can leave.
I just posted this on another VM topic:

Im in a similar situation. Been with them for 11 years and have been able to negotiate a good deal every year my contract is up for renewal.
For some strange reason, this year, they dont seem to be interested in keeping my custom.  Its like they have a plan to shred customers. I pay £67 now, to go up to £122. They offered £93 which i rejected. Gave them the 30 days notice to cancel and the retentions were on the phone the next day. They offered £77, which I again rejected. I should have accepted that but I was going to hold out for a maximum £5 increase or a cheaper price even, which they offered last year by bringing my price down from £78 to £67.
Since then, Ive called them twice, and the two guys I have spoken to, working from home, sounded so disinterested. It was like -
 'thats the price coming up on the computer, if you dont want it, come off the phone'.
Both did not budge from £93. I tried going through the VM site chat yesterday and after a long wait, they couldnt offer better than £93 either. I feel they have a note on my account saying £93 or he can go elsewhere. 
So the point is, h158, if they havent called you by now, they might not. I suggest try calling them again and if they dont offer you anything better, start making other plans. Ive had a look around and BT can offer me cheaper but its a 24 month contract, which will probably mean Virgin lose me forever. Dont think they even care anyway.

JJ_Egan

Possibly as the parent group are up for sale ??

Mister_G

JJ_Egan said:

Possibly as the parent group are up for sale ??

Really?  Where have you seen that information?  VM and O2 are getting together, but there's no VM sale.