MSE News: Virgin Media to hike prices by 13.8% – but you can leave penalty-free

frosch411

I posted my experience with my call to VM today in the thread on haggling results.. but the agent confirmed that the price rise would come into effect from 01 May 2023....

Disappointed with the haggling outcome but that's a discussion for the haggling thread 😞

Wire5375

I have been caught out before by Virgin price rise having assumed that because I had only recently agreed a new 18 month contract that a letter notifying general price increase did not apply to me. When the price went up I complained and continued to complain until eventually they relented. However the current increases are more specific and detail an actual amount of increase which if you do nothing will likely be applied. My current deal has only 4 months to run of the 18 but was subject to an increase last April which as always I questioned. The current proposal is a 23.5% increase which added to last Aprils is unreasonable plus I would expect a further 10% plus the following year if I agree another 18 month contract. I currently have 2 sizeable promotional reductions. Other providers use CPI rather than RPI. Whilst I will speak to Virgin I am now looking at alternatives.

teena

FreeBear said:

Paolo_S said:

I was supposed to be on a fixed contract paying £27/m until Dec '23. Then got the price hike email saying that my price will increase by £7 from May '23 (that's about 24% increase). Wasn't happy with that so rang the customer support number and spoke to a person who tried to first sell me an upgrade for more than twice what I'm currently paying, then when I pointed out that I didn't want to pay anything extra, he put me on hold and eventually said that he could waive the price increase so I'd stay on my current £27/month as per my original contract.

I know that VM are meant to be a good company to haggle with, but that basically means that the price increase is optional. If you don't phone them to complain about it you'll end up paying more than you need to. They said to me that they couldn't put it in writing (how surprising), but the price hike will definitely be waived.

My bill was supposed to go up by £6 in May (~21% increase). Emailed the complaints resolution team telling them that I did not accept the increased cost as I had originally been sold a fixed price contract - One that I expected them to honour for the full term.

Have a reply stating that I will indeed remain on the agreed fix price, so no increase. As this is in an email, they won't be able to wriggle out of it.

What is the email address for the complaints resolution team please and had you sent a complaint in first?

FreeBear

teena said:

FreeBear said:

Paolo_S said:

I was supposed to be on a fixed contract paying £27/m until Dec '23. Then got the price hike email saying that my price will increase by £7 from May '23 (that's about 24% increase). Wasn't happy with that so rang the customer support number and spoke to a person who tried to first sell me an upgrade for more than twice what I'm currently paying, then when I pointed out that I didn't want to pay anything extra, he put me on hold and eventually said that he could waive the price increase so I'd stay on my current £27/month as per my original contract.

I know that VM are meant to be a good company to haggle with, but that basically means that the price increase is optional. If you don't phone them to complain about it you'll end up paying more than you need to. They said to me that they couldn't put it in writing (how surprising), but the price hike will definitely be waived.

My bill was supposed to go up by £6 in May (~21% increase). Emailed the complaints resolution team telling them that I did not accept the increased cost as I had originally been sold a fixed price contract - One that I expected them to honour for the full term.

Have a reply stating that I will indeed remain on the agreed fix price, so no increase. As this is in an email, they won't be able to wriggle out of it.

What is the email address for the complaints resolution team please and had you sent a complaint in first?

You can submit a complaint to Virgin via several routes*, one being a web form - This generates an email internally that ends up with the resolution team. From there, they then email you a response. Alternatively, you can skip the web form and email them direct at ResolutionsTeam@virginmedia.co.uk

*) See https://www.virginmedia.com/help/complaints on how to make a complaint..

InaField_

Managed to divert a proposed £7 increase into a tenner decrease for the next 18 months, with the assurance April's rises won't apply given it is a new contract. Worth chatting with an agent via the customer portal if you haven't had any luck on the phones. They offered the biggest discount once I quoted the price Sky were offering for similar speeds. 

ukcobra

My £7 increase was deferred until August when my contract runs out. I already have Sky BB installed as a backup. The O2 price increase of 20% is not something that can be reduced, unless i pay a £50 exit fee. So better to pay £2 a month and then ditch O2 in August.
This was the best deal I could get today via the phone.
CitiFibre are in the area bringing Gigabit up and down, so I am hoping that will encourage VM to look at their prices. I have been a customer for 23 years.

davedgray

I just called the Virgin Media media number (0345 454 1111) and followed the prompts to discuss/cancel my package .. expecting a long drawn out call and some haggling.
BUT I was automatically offered a £10 discount for 6 months with no change to my package. Great.
Thank you Virgin Media.

ladruid

My letter said my prices would not change till the end of my contract, my bill had not even gone up this month, for a laugh I phoned them up to cancel and got the a £10.50 automated discount, for 6 months, no change of contract. Bonus, get in there!, thanks very much Virgin!

Wire5375

Finally contacted Virgin midweek and put through to retentions. Made point that last increase (negotiated down)  was 10%  in April 22 and proposal was a further 23.5% which was not acceptable. After discussion about what I used Virgin for and required (on hold twice) was offered 3 options. 1 existing package on new contract but at £3 more than the increase price (my contact ran to end of July). A reduced TV and broadband and phone package without Sports (which I require) at more than current price or a basic tv and broadband and phone package at less than current price. Advised that none of these appealed (said now tv had sports offer and Plusnet ok for broadband and phone). Rep agreed callback at weekend. Expected to either give 30 days notice by deadline or see out existing and review in June. 
Call back was a little later than agreed and offered a pre contact deal which was emailed. Offered reduction to less that Jan 22 price increasing to around current level in August.. Said I needed to do comparison with existing and as I was due elsewhere could not agree today so call back for Sunday offered.

Sunday - offered slightly different pricing higher start price by £4.00 but no increase in August so overall better off. I also get Gig fibre (I never achieved 350 so makes no difference to me) and Netflix included. So no £21.50 price increase and reduction of £6.80 plus greater speed and Netflix thrown in but new 18 month contract which will include likely price increase in April 24 . An acceptable outcome. New router and same package plus basically. 

Narcyz9

Hi .. I got the price letter information ... slept on it and rang 150 next day and went through the rigmaroll options press 1 and so in ... thinking of leaving ..mmmm ... ok went for it I could have automatically a ten ponds off bill ... held on for customer services and end up with same deal , same services .. new contract ... thx so much ... no price rise paying less .... VM last week on the BBC 1 show had an extremely bad appraisal and comment nationwide I thought ... droves of folk/customers no doubt ringing ... so my 21 pound increase was binned, and some pals of mine saved as well ... 1 thirty quid off, his girlfriend fifteen quid , and pal twelve quid off ... I cringe at some of the comments on Trustpilot about VMs competitors, taltalk,plusnet bt, EE etc ... just saying I do not work for VM but inherited thier services from blueyonder telewest cable .... I often look at the VM community forum site good luck m8tey... :