Virgin Media - Retention Deals?

[Chicken Chaser]

Just upgraded from our 300mbps to the gig broadband service. New streaming box (probably pointless given I use fire sticks), upgraded router and WiFi booster, plus O2 SIM 30gb data. All in for £43.

[Chris Type R]

Chicken Chaser said:

Just upgraded from our 300mbps to the gig broadband service. New streaming box (probably pointless given I use fire sticks), upgraded router and WiFi booster, plus O2 SIM 30gb data. All in for £43.

I get the impression that VM are having to adjust their business model in light of the roll out of fibre / greater competition.

[davek_964]

Our contract comes to an end on 15th September - we will not renew.

My wife is on the phone to them now telling them that we want to end the contract at that date - we have to give 30 days notice, so she is giving about 6 weeks notice to be safe.

They are refusing to do that. "You can only cancel it exactly 30 days in advance so you have to call us back on 15th August".

Yeah - great customer service. That really makes us consider staying with you a bit longer.......

[Hedobot]

davek_964 said:

Our contract comes to an end on 15th September - we will not renew.

My wife is on the phone to them now telling them that we want to end the contract at that date - we have to give 30 days notice, so she is giving about 6 weeks notice to be safe.

They are refusing to do that. "You can only cancel it exactly 30 days in advance so you have to call us back on 15th August".

Yeah - great customer service. That really makes us consider staying with you a bit longer.......

If you can avoid speaking to India and contact the UK team it "should" be much easier.

But yes, the customer service is grim

[Jinx]

davek_964 said:

Our contract comes to an end on 15th September - we will not renew.

My wife is on the phone to them now telling them that we want to end the contract at that date - we have to give 30 days notice, so she is giving about 6 weeks notice to be safe.

They are refusing to do that. "You can only cancel it exactly 30 days in advance so you have to call us back on 15th August".

Yeah - great customer service. That really makes us consider staying with you a bit longer.......

If you are moving provider then you can get your new provider to do one touch switch. Essentially they handle all the contact with your old provider.

[davek_964]

Jinx said:

If you are moving provider then you can get your new provider to do one touch switch. Essentially they handle all the contact with your old provider.

Thanks - that probably would have been simpler.

It might not work though because VM is in the wife's name, and the new one will be in my name.

[chip*]

cobra kid said:

Call 020 3743 6972. They sorted it for me.

Anyone know the number to call as I can't get through to the above?

[chip*]

For anyone interested, I called 020 3743 6970 and got through to an UK person.

They offered to replace my existing services (now 350mb + basic TV) for £24 on a 48 mths contract. Contract is subject to annual rise in April at £3.50. As an exiting O2 customer, my data is doubled to 40GB on my £10 monthly contract.
Overall, sub £40 / month for both BB and mobile is acceptable to me, and the best part is, the call took less than 10 minutes!!

[Tony_T]

In was offered £25 for 250mb(with Volt) and weekend calls. I said yes that’s fine I’ll go ahead, when the woman stopped me and said ‘but I know you want a better deal so I will transfer you to another team who can get you an even better price’. Great I thought.

Transferred to an English woman in retentions who said the best she could do was £31 for the same package! Even though she could see on the notes I had been offered £25 she couldn’t transfer me back and i would have to call again….

[Phooey]

Hi,

What is the best way to get a new/better deal? I think there used to be a phone number (might have been a call centre in Scotland?) but I can't find it. I also think last year when I renewed you had to cancel first before they would talk to you??

Anyway, current deal coming to an end on 3rd Oct. M125 Broadband and Anytime Chatter line rental = £32.25

If I go into my online account is says "Renew now £34.68 a month. Choose this deal and keep your current Virgin Media plan without losing anything."

I just wondered if I could do any better? I suppose I could drop the landline (Anytime Chatter). I would also be interested in how to get the latest Superhub router? I currently have the Superhub 3.0

Any help appreciated. Thanks

[Ashfordian]

Phooey said:

Hi,

What is the best way to get a new/better deal? I think there used to be a phone number (might have been a call centre in Scotland?) but I can't find it. I also think last year when I renewed you had to cancel first before they would talk to you??

Anyway, current deal coming to an end on 3rd Oct. M125 Broadband and Anytime Chatter line rental = £32.25

If I go into my online account is says "Renew now £34.68 a month. Choose this deal and keep your current Virgin Media plan without losing anything."

I just wondered if I could do any better? I suppose I could drop the landline (Anytime Chatter). I would also be interested in how to get the latest Superhub router? I currently have the Superhub 3.0

Any help appreciated. Thanks

I went via their web chat option last week and managed to save £12 a month on my renewal contract with similar services to you. Took about an hour of intermittent messaging

Edited by Ashfordian on Tuesday 9th September 10:42

[cobra kid]

Phooey said:

Hi,

What is the best way to get a new/better deal? I think there used to be a phone number (might have been a call centre in Scotland?) but I can't find it. I also think last year when I renewed you had to cancel first before they would talk to you??

Anyway, current deal coming to an end on 3rd Oct. M125 Broadband and Anytime Chatter line rental = £32.25

If I go into my online account is says "Renew now £34.68 a month. Choose this deal and keep your current Virgin Media plan without losing anything."

I just wondered if I could do any better? I suppose I could drop the landline (Anytime Chatter). I would also be interested in how to get the latest Superhub router? I currently have the Superhub 3.0

Any help appreciated. Thanks

Keep the bundle to keep the price down, as daft as that sounds.

[Hoofy]

Ashfordian said:

I went via their web chat option last week and managed to save £12 a month on my renewal contract with similar services to you. Took about an hour of intermittent messaging

That's what happened last time for me. Much easier than a telephone call and waiting for someone to pick up.

[Phooey]

Thanks for replies. How do you access the web chat function - I take it you have to log into your account first, but where do you go from there? I'm not a techy person as you can tell

[Hoofy]

Phooey said:

Thanks for replies. How do you access the web chat function - I take it you have to log into your account first, but where do you go from there? I'm not a techy person as you can tell

Assuming you're on a browser on a PC, then you might need to find it in the Contact Us section once you log in. They want you to use the standard help pages but they're not relevant so you'll have to search for it.

If you're on a Mac, then buy a PC.

[Phooey]

Managed to get M250, line rental with Anytime Chatter, and a Superhub 5 on a 48mth contract for £30/mth. I could have dropped the line rental and paid just £21/mth but for an extra £9/mth seemed worthwhile to have a landline as well. I'm happy with that.

[MonkeyBusiness]

Chris Type R said:

Check your offers on your account on the website.

Well blow me. My offer on the renewals page is actually cheaper than what I am paying....by 26p.
In all the years I've been doing this carry on, thats a first.

Its a 24 month deal rather than my preferred 18 month but tempting to stop my blood pressure rising.

M350 Broadband only £25.54.

Edited by MonkeyBusiness on Friday 19th September 10:21