Virgin Broadband retentions

outlaw777

Hi I received the following from Virgin - Like many of our customers, you've been enjoying a lower price of £17.40* a month for your main services, with us. When your contract comes to an end on 24/09/2024, this will change to £41.33* a month, has anyone called their retention's line recently and haggled and had any success?

vacheron

If you have a phone line with them, the best way to "haggle" is to sign up with someone else online and tell them you want to retain your landline number. The new provider will almost immediately send Virgin a number porting request meaning "this customer is already out the door"  and their highest level retentions team will be calling or e-mailing you within a day or two.

If Virgin come out with a deal that you are happy with, you can then cancel the new provider under the 14 day cancellation rule. 

When I cancelled BT this way on my Mum's overpriced out of contract broadband, BT were calling and text messaging her within the hour! 

Billxx

I had some success recently with VM.  My package was approaching the end date.  I used the WhatsApp messaging route and eventually (an hour) got through to a very helpful agent.  Ended up with the same package with virtually no increase.  I read somewhere that VM lost 13k customers last month.  So perhaps now their focus is on retaining customers.

outlaw777

Thanks anyone else had any success stories?

nuffznuff

outlaw777 said:

Hi I received the following from Virgin - Like many of our customers, you've been enjoying a lower price of £17.40* a month for your main services, with us. When your contract comes to an end on 24/09/2024, this will change to £41.33* a month, has anyone called their retention's line recently and haggled and had any success?

Yes - lots of times. Be armed with deals from other providers, and take it to the wire.

vacheron

Also, if calling them rather than my suggestion above where they will call you, don't call and ask for a deal.

Instead call and tell them you want to know when your contract ends and what notice you need to give to cancel, this will cause them to ask why, at which point you can just politely say that the price is now far too high and XYZ company do it cheaper.

If their resulting offer sucks and you reject it, they will also then ask if you want to cancel and that if so that they will transfer you to cancellations, They will also say that this is all the people in cancellations can do. This is also a lie, and you will get through to people who can indeed cancel, your deal, but they are also have access to the highest retention discounts.

Jolinar

vacheron said:

Also, if calling them rather than my suggestion above where they will call you, don't call and ask for a deal.

Instead call and tell them you want to know when your contract ends and what notice you need to give to cancel, this will cause them to ask why, at which point you can just politely say that the price is now far too high and XYZ company do it cheaper.

If their resulting offer sucks and you reject it, they will also then ask if you want to cancel and that if so that they will transfer you to cancellations, They will also say that this is all the people in cancellations can do. This is also a lie, and you will get through to people who can indeed cancel, your deal, but they are also have access to the highest retention discounts.

Exactly this, look out for calls from an 020 number if they dont play ball there and then, this is Virgins retentions, it got flagged as spam on my phone, they have all the fabulous discounts.  You need to hold your nerve a bit.