Virgin Media, how to speak with UK CSA

SirFreddy

As per the header, my 18 month contract finishes shortly and existing discounts finish, I want to speak to a UK CSA regarding a new contract, what is the best way of making sure i do not get through to a far away CSA?

TIA

RumRat

150 and take the choice that says something like 'Thinking of leaving'.. You can't guarantee that you will always get a UK call centre, but, if you cancel, a UK CSA will call you before your cancellation date and make you an offer.

DCFC79

I found calling at a certain of day helped.

If you get the foreign centre just say you want to cancel your contract.

poppellerant

Call 150 for free from your landline.  Select option 4, then option 4 again.  9 times out of 10 that will put you through to a UK call centre.

I would note that Virgin Media's UK based call centres can be sketchy.  By that, I mean they might just tell you what you want to hear.  So about 30 minutes after you finish the call, call again to the above department to ensure that they have done what you have asked.  Go further by asking if there's anyway that they can improve that offer.  If they change the offer, call again 30 minutes later to ensure that they haven't just blagged you.

Without going into detail, one advisor described to me a deal that sounded too good to be true.  After putting me on a silent hold for 20 minutes, they dropped the call.  After phoning back up to get this so-called deal, I was advised that not only was the deal impossible at the prices quoted, but they had gone ahead and put the changes through anyway, without applying the impossible discounts which would have been needed to give me the deal.

Needless to say, I soon discovered that VM didn't seem to record their calls that day.  Which is a shame, as I'd have happily ensured that the first advisor be suitably reprimanded to ensure that they didn't do it again.

RumRat

I've never had an experience like that when renegotiating a contract. The last chat I had was with a CSR working from home and they gave me a great deal. I had gone ahead with the cancellation notice and a week later they were calling. 
That said, they have heavy competition locally as we have had gigabyte broadband which may have influenced the offer, but, there were no false offers or hung up lines ever.