Contract renewal dance

neilied

For a while I’ve been in a predicament where by I have Sky tv but virgin broadband and renewal dates do not align. To be honest I much prefer sky tv and more recently they have started adding more services inclusive saving me a few quid. Then for me in my area virgin broadband has been the fasted and most reliable.

18 months ago my broadband renewal was quick and painless, I was paying £28/month which was upped in the April and came to £32. When I called I was passed to retentions and they agent just played it as best price no haggling renew for £27. Quick and painless.

This time around with my monthly back up to £30.80 I called again. The first agent could only offer me £49?? But if I took tv I could get both for £48. I was then passed through to retentions and they offered me £39. Sky offered me £25 for 500mb so after almost 15 years of Virgin bye bye.

The new easy switch process done in m inures and date arranged. Now I’ve had 5 emails and countless calls from Virgin. Initial offer was £21/month for renewal of same package. Then £25 matching sky speed and price. But I had a free stream puck so when they next called I asked if the £21 and £25 included the free puck service still. Nope now they want £7 a month for that.

now I could accept £28 which I would have if the process had been like the previous but all this back and forth has left a mark. Why do companies take this approach when the last easy one kept a customer.

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6667754/contract-renewal-dance

I've recently left VM BB and went back to Sky who we have Q with. VM did the same with me, offering a more expensive retention deal until I initiated the switch. They managed to persuade me with a phone call to stay and I cancelled the Sky order.

Nothing happened on my VM account which seemed odd so I contacted them again only to be told that Sky cancelling the switch had stopped the new VM deal (pure BS on VMs part). I explained why I was leaving and the agent couldn't have been less interested. Of course the deal they'd offered and I'd accepted was no longer available but a dearer version was. I signed back up for Sky BB straight away.

Never again will I use OTS and then change my mind, either offer me an acceptable deal on my first contact or I'm gone.

neilied

absolutely agree. They tempted me initially with the “keep everything the same” for £21 but on calling them back they then wanted the extra £7 for stream which is currently free for me. I have volt benefits that I will lose on double data mobiles but my iPhone and iPad data has never gone anywhere near the free double. Only my daughters has which I will need to maybe up the contracted airtime. Also £5 per month for the stream puck will be replaced by a fire stick.