On 16th Jan I gave my 30 days notice as the price of my package was increasing beyond my budget. The rep I spoke to couldn't budge on price so I went ahead with the cancellation.
3 days later (19th Jan) I get a call from retentions, again there was little movement on price for my existing package however having asked about broadband only I was given a good price and I said I would think about it.
On 1st Feb I called to accept the broadband only offer. The rep said they couldn't do that price and someone from retentions would call within 24 hours.
So, the 6th of Feb comes along - still no call. I phone Virgin and get put through to retentions. The guy there says he can't do the price I was quoted and there was no notes regarding the price I was offered. (A quick check of a recording of the call would confirm it but I guess Virgin would say they didn't record it). He then said he'd get the guy who spoke to me on Jan 19th to call within 48hrs. Guess what? No call!!!!
Great customer service I don't think...
Having been with Virgin for over 15yrs I would have expected better. Much better.
Hi Kath, unfortunately no one ever got back to me. I had to reschedule the cancellation as I needed to keep the services meantime. It would have helped if the agent had said I only had a certain amount of time to accept the offer. I'll know better in future...😭