Virgin media.

Blf

Blf

Well-known member
Had an e mail of them saying my bill would be going up to £139 as some discounts were coming to an end.
Rang and said I couldn't pay that much. She made an offer which was still more than I currently pay and another which meant giving up lots of stuff to pay what I pay now.
Told here that I would be leaving as I couldnt afford it. I expected to be put through to retentions but she just said ok and that I would not be able to apply for Virgin or anyone from my address for 60 days from termination in 30 days time.
Workmates are convinced they will contact me again but I'm not so sure.
Anyone had experience of going through as far as I have.
I will leave but I'm not happy about losing my e mail address that I've used for a long time.
 
Blf said:
Had an e mail of them saying my bill would be going up to £139 as some discounts were coming to an end.
Rang and said I couldn't pay that much. She made an offer which was still more than I currently pay and another which meant giving up lots of stuff to pay what I pay now.
Told here that I would be leaving as I couldnt afford it. I expected to be put through to retentions but she just said ok and that I would not be able to apply for Virgin or anyone from my address for 60 days from termination in 30 days time.
Workmates are convinced they will contact me again but I'm not so sure.
Anyone had experience of going through as far as I have.
I will leave but I'm not happy about losing my e mail address that I've used for a long time.
Click to expand...
I had something similar. I even signed up for Sky to be re-installed and got as far as the Sky router being delivered then literally a couple of days before the switch Virgin rang me with a better offer that I accepted. They'd already rang me in the meantime with an offer which I rejected. I think their final offer was around £45 less than their 2nd.
Ultimately though you've got to be prepared to go through with the switch just in case it doesn't come off.
 
They will ring you back for sure.
My brother who used to work for an unspecified media company years ago always plays Sky and Virgin off of one another. He'll have Sky for one contract length and towards the end of that will switch to virgin unless sky give a better deal.

I get all my entertainment online so don't bother with either.
 
They will ring you back if you are registered for marketing communications, otherwise I don't think they can under GDPR.

be prepared to switch, but hold out for a deal.

I'd be surprised about the address thing, what do they do when someone new moves in? We have changed with BT before and my girlfriends new contract started at midnight the day mine expired.

Retentions is a phased approach - CS will have a few lines to say, then there is the retentions team, they will treat you in line with your account - depending on what package you have, how long you have been with them etc - you might even be a loss making account hence they may not try and retain you, but if they do what they offer will depend on those factors. After retentions team there will be the outbound retentions team, who will have powers probably second only to an executive complaints team.
 
TheFair86 said:
They will ring you back if you are registered for marketing communications, otherwise I don't think they can under GDPR.

be prepared to switch, but hold out for a deal.

I'd be surprised about the address thing, what do they do when someone new moves in? We have changed with BT before and my girlfriends new contract started at midnight the day mine expired.

Retentions is a phased approach - CS will have a few lines to say, then there is the retentions team, they will treat you in line with your account - depending on what package you have, how long you have been with them etc - you might even be a loss making account hence they may not try and retain you, but if they do what they offer will depend on those factors. After retentions team there will be the outbound retentions team, who will have powers probably second only to an executive complaints team.
Click to expand...
How could you be a loss making account?
 
I told them that I was retired and could no longer afford their prices. I was paying almost £70 for the limited package that I had and they reduced to to £38. I couldn't believe it and asked them to confirm that it was the same package which they did. I asked about the next renewal ant the rep said I would have to re-negotiate at the time. I think their reaction was down to the fact that they realised I was serious about leaving.
 
hopesoboro said:
How could you be a loss making account?
Click to expand...
I have known individual customer who use 15% of the utilisation of a broadband segment of 250 customers. So if that customer if removed from the segment then a congested element becomes uncongested and saves upgrades costs to remove congestion.
 
Lightweight said:
I have known individual customer who use 15% of the utilisation of a broadband segment of 250 customers. So if that customer if removed from the segment then a congested element becomes uncongested and saves upgrades costs to remove congestion.
Click to expand...
 
Yes they did. I was contacted by a member of their loyalty team who asked why I was leaving them.
I explained that it was purely financial as they were trying to increase my bill by nearly £40 a month. I did say that I was close to leaving prior to this as I was not happy with what I was currently paying.
He offered me the same deal I was currently on
Fast BB
Free home phone calls to all numbers all times.
TV Q Box
Separate box upstairs
Sky Sports
Sky Movies
Mobile phone sim unlimited calls unlimited data unlimited texts for £81.99
That was £18 less than I was currently paying and £53 less than they told me it was going to cost.
Really happy with the deal and should see me through a few rises until I have to do it all again.
 
Whether these media companies want to renew your contract at a lower rate, or let you go to a competitor depends on their Cost of Acquiring New Customers. In uncertain times the CANC is high because people are unwilling or unable to commit to pay a lot of money over a long term contract. When times are better, then people will shop around so it's possible to sign new customers so the CANC is lower. Right now I'd think Virgin and Sky have no idea where their next customers are coming from, so it's possible to squeeze good deals out of them because signing you up to another 12 or 24 months at a lower rate is preferable to not having your business at all.
 
You shouldn't be paying any more than a new customer. If you ask for too big a discount you won't get it but if you are happy with the new customer bundles then you can usually get those or at least very close.

I've hada bit of a nightmare with Virgin since moving. When I organised my move I asked for a second box which was offered but they never sent one and claimed it wasn't in their notes. I requested they listen to the recording but they just sent me it instead of listening themselves. I don't need to listen to it, I was there and I remember it. I sent a complaint but I've still not had a resolution. They said I could pay for the 2nd box but they wanted a £150 install fee which isn't needed to plug a box in (the data point is already there) and then I could get a refund for the payment if they found what I said to be true but I don't trust them enough to honour it.
 
You must log in or register to reply here.
Back
Top