So I call the mobile department with regards to ask if I disconnect my internet and landline, will I get an increase on my mobile bill.
So the agent I speak to replies 'we are separate from the Virgin Media internet and home phone service' My reply 'yes, I understand that, but is their any discount on my mobile bill due to me having other VM services?'
Agent replies 'this is the billing department, I would need to transfer you for that question to be answered'
So I am thinking what! She is telling me she cannot look to see if I have any discount applied on my mobile bill currently and if it would increase if I disconnect some services?! AND she is from billing!
So I ask her again the same question and inform her politely that she has not answered it.
She then say's 'would you like me to repeat myself so you perhaps can understand the second time?'
What!? Then she starts shouting and talking over me, at which point I state that I hope this call is being recorded so it can be heard by her line manager. She hangs up on me!
Now I know that this is horrible, rude and in no way any level of customer service. And to make matters worse she hangs up on me. Of which I also know that the agents are not supposed to do this, and she would have to have mouse clicked to have hung up the call.
So a question I would like answered by a VM representative. Do YOU think this is customer service?
I started my mobile contract in January 2015, so pretty sure it still applies. Also I was told by a second person I get a £5 discount yesterday. But then again I can't believe one person to the next in them call centres of late, so would be in their interest to answer me on here. That way more people can see how they contradict themselves.
So yeah, I am contracted on my mobile until January of 2017.
The point here is not what the web page currently say's but the response (or lack of) I got from the call centre.
To restate, I took out my mobile contract in January 2015, so clearly their is every chance that discount's change from time to time. Therefore looking at the webpage for any current offer's for new customer's is not going to 'cut it'.
As a note to everyone else. I have just checked my online bill, and it states (after time searching)that I do get a ''£5 Media Discount''. Something that the call centre should of been able to tell me!
Thanks for your post, I'm really sorry to hear about your recent experience when you called us.
I can confirm that any discount you received when signing up to your mobile contract would remain in place for the remainder of that contract term even if you cancelled the cable services for any reason.
As some of the community has mentioned, our current range of tariffs don't offer a discount for Virgin Media customers (as the reduced rates are now available to everyone) but there's exclusive Virgin to Virgin (mobile) calls available as an added bonus for customers who have all cable services with us too.
Mark Y Forum Team
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