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Sean1TQ's avatar
Sean1TQ
Tuning in
24 days ago

Absolute insanity

Kept getting calls from Virgin as my contract is up in January, realised that the person calling me only authorised to keep the same package or more, so than tried the chat box again you can only increase your package this way.

Rang customer services, they again try to ignore the fact that I clearly stated at the outset I wanted to retain my gigabit broadband and mobile services ONLY.

During different phone calls had four offers to stick with my current package they started at £90 next £98 next offer £104 and the last one £110.

I was then offered a deal for £60 to keep basic TV and the gigabit broadband.

I again repeated I don't want anything TV related purely the gigabit broadband, which is rock solid unlike the ridiculously bad crashing, additional bedroom boxes which I have to reboot on a daily basis.

Finally, to just have gigabit broadband currently priced at £33,99 today on the website I would be charged the princely sum of £80.

So now I'm going to have to cancel it all send it all back and then sign up again absolute insanity.

I wasn't going to take the Mickey and ask for new customer price for the gigabit, broadband, no one even asked me what I would be prepared to pay and that would be £45 well over the new customer price.

If anyone in this forum works for virgin, I can explain this rationale I'd be grateful.

Merry Christmas everyone.

Cheers Sean

 

 

 

 

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    24 days ago

    VM sells bundles of services. VM's sales agents are incentivised to sell you bundles of services. Hence broadband + TV is quoted cheaper than broadband only (along with the mobile add-on).

    VM seems entirely happy to accept a churn of customers, especially those who are not interested in a multi-service package.

    If you put in your cancellation, and have marketing options on in My VM, you may get a call back with a much improved offer for broadband only (although there is no guarantee this will actually happen).

    People do report on here that they have cancelled, returned equipment and had someone else take out a new package at new customer pricing. May work OK if it all pans out and you can coordinate things to avoid any down time with no service.

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    23 days ago

    Hi Sean1TQ,

    Thank you for your post. We're very sorry for any issues you have with renewing your contract. 

    When making a bundle to offer a customer for renewal we have more discounts to offer with more services taken. 

    By only have 1 service we are limited with discounts we have. 

    If you would like us to see what deals are available we can do. Please let us know and we will message you to proceed. 

    ^Martin

    • Sean1TQ's avatar
      Sean1TQ
      Tuning in
      23 days ago

      Hi Martin, thanks for reaching out.

      I understand the rationale of trying to offer incentives to customers to get bundles but when new customers paying £33.99 to quote me £80 seemed a little steep.

      Also, it's not just one Service I have, O2 are part of virgin media now and I continue to use them for my mobile phone device

      Like I said, I wasn't trying to take the mickey am happy to pay £45 with the increase in April for my broadband which seems reasonable in the current market.

      I would love to come to some sort of agreement, Martin

       

       

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        23 days ago

        I will message you now to confirm some details so we can look into this. To confirm, I cannot promise we can provide what you;re looking for, but am happy to see what can be done. 

        ^Martin