Forum Discussion

gcfalco's avatar
gcfalco
Dialled in
2 years ago

Are Virgin trying to lose customers? New contract "offer" through the roof. Where next?

My contract is coming to an end in a couple of weeks. I currently pay £111. This was reduced from £146 due to 2 "special discounts" which are apparently now ending.

They've just written to me saying my new bill is now the full £146 (plus in due course the 3.9% + inflation). But they also said their "best deal" for me is £160/month!!!

First Q: I've not agreed any new contract with them. How long will the £146 "offer" be available or will they try to move me to their "best" deal at £160? 

As someone on a pension, finding another £600/yr is not on. Second Q: Is it worth trying their retentions team for a better deal or can I get a better deal elsewhere? (as for customer loyalty - I shan't use the words here I was thinking about how Virgin are handling this!).

Q3: If I moved, can I keep my Virgin email addresses?

Finally, if I try retentions, how do I get to talk to someone UK based. The last time my contract was up I got someone in a far eastern call centre who screamed at me down the line when I wouldn't buy some sort of PC repair insurance - I did complain for the good it did me. I have spoken to some really clued-up people at Virgin in the past - how do I get them on the end of the phone line?

  • Hi gcfalco 

    Regardless of the price increase email you do have the right to cancel due to the upcoming end of your current minimum contract. It's actually ideal to contact VM when within the last 30 days of the  minimum contract period to either negotiate a new deal or cancel. If you wait until the end of yuor minimum period and then palce 30 days notice you will be paying full price during that period.

    "saying my new bill is now the full £146 (plus in due course the 3.9% + inflation). "

    The full bill price is effective from the date your current discounts end.

    This "full bill price", is the non discounted you would have been paying for your package,  and will be increased due to the price rise on either April or May 1st - the date that takes effect will be indicated on your email detailing the price increase from VM

    "But they also said their "best deal" for me is £160/month!!!"

    That would be the price of a package comparable to your current package (after the price increases) without any discounts.

    If you leave VM then your VM email address(es) should be closed 90 days after your leaving date.

    All calls go through the same IVR system which passes the call to the first available agent, irrespective of where they are located.

    I'm afraid there isn't a direct line to UK agents, however there is more likelihood of speaking to a UK agent if calling around 8am when lines first open and are least busy. 

    When calling select option 4 (thinking of leaving us) which is Retentions, they are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

    Do your homework first and price up similar deals with other providers. Also determine what you actually need from VM.  Do you need the current level of speed?  Also look at if  you need a new mobile sim. VM now have the Volt packages which  double your data and broadband speed, so it might be worthwhile taking out a lower broadband speed on a Volt bundle which would double your broadband speed .

    Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

  • Hi Gcfalco, 

    There will be a Right To Cancel for all impacted customers, who can choose to cancel their contract within 30 days from receipt of their communication. Customers will not incur early disconnection fees if requesting their cancellation within this 30 day period. 

    Every customer will receive an individual price rise specific to them. If you wish to discuss your increase further, you can reach us online, by calling 150 from your Virgin Media landline, or 0345 454 1111 from any other phone. 

    Thanks,

    Megan_L

    • gcfalco's avatar
      gcfalco
      Dialled in

      Hi Megan,

      Thanks for the response. Don't I already have the right to cancel regardless as the term of the contract will - within days - have expired?

      My question was as someone who can walk away now, is it likely Virgin will further increase my bill again to the "best offer" of £160?

      And thanks for the contact details but my question was how do I get through to the UK based retentions team? 

      And last, if I leave Virgin can I keep my existing email address?

      Thanks!

      • newapollo's avatar
        newapollo
        Very Insightful Person

        Hi gcfalco 

        Regardless of the price increase email you do have the right to cancel due to the upcoming end of your current minimum contract. It's actually ideal to contact VM when within the last 30 days of the  minimum contract period to either negotiate a new deal or cancel. If you wait until the end of yuor minimum period and then palce 30 days notice you will be paying full price during that period.

        "saying my new bill is now the full £146 (plus in due course the 3.9% + inflation). "

        The full bill price is effective from the date your current discounts end.

        This "full bill price", is the non discounted you would have been paying for your package,  and will be increased due to the price rise on either April or May 1st - the date that takes effect will be indicated on your email detailing the price increase from VM

        "But they also said their "best deal" for me is £160/month!!!"

        That would be the price of a package comparable to your current package (after the price increases) without any discounts.

        If you leave VM then your VM email address(es) should be closed 90 days after your leaving date.

        All calls go through the same IVR system which passes the call to the first available agent, irrespective of where they are located.

        I'm afraid there isn't a direct line to UK agents, however there is more likelihood of speaking to a UK agent if calling around 8am when lines first open and are least busy. 

        When calling select option 4 (thinking of leaving us) which is Retentions, they are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

        Do your homework first and price up similar deals with other providers. Also determine what you actually need from VM.  Do you need the current level of speed?  Also look at if  you need a new mobile sim. VM now have the Volt packages which  double your data and broadband speed, so it might be worthwhile taking out a lower broadband speed on a Volt bundle which would double your broadband speed .

        Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

  • Yes they are succeeding, I've cancelled today after being told my monthly bill for ultimate volt bundle is going up £27 per month. 

  • Click the leaving us option, I was given £4.50 a month off for 12 months no new contract, I checked just to make sure they didn't mess up and start a new contract

     

    If I didn't do anything my bill would go up from £21.90 a month to £30.90 a month 

  • RustyBristol's avatar
    RustyBristol
    On our wavelength

    If you actually cancel your contract, they will phone up begging you to stay and drop the price substantially. Everything they say up to that point is gambling on you actually putting up with their comical price hikes.

  • Sorry to ask a "stupid question" but the Q itself tells you why I need to ask!

    Having had the same (NTL!) email address for many years, any suggestions for the best place to get a new one? Any particular safe & solid?

    And before Virgin cut off your old address, is it easy to save/store your old mails?

    • spell's avatar
      spell
      Knows their stuff

      In a similar situation gmail has worked fine for me - inconvenient notifying existing contacts but it only has to be done once and less hassle than I had anticipated - plus as stated not reliant on your internet provider

    • newapollo's avatar
      newapollo
      Very Insightful Person

      gcfalco wrote:

      Sorry to ask a "stupid question" but the Q itself tells you why I need to ask!

      Having had the same (NTL!) email address for many years, any suggestions for the best place to get a new one? Any particular safe & solid?

      And before Virgin cut off your old address, is it easy to save/store your old mails?


      Hi gcfalco 

      The only stupid question is the one you don't ask.

      The following link is a pdf which should answer your questions.

      /Which_Computing_-_Switch_to_Webmail.pdf 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    I have Gmail, Outlook.com and Yahoo! Mail accounts, and much prefer Gmail.

  • amigo66's avatar
    amigo66
    On our wavelength

    I've been with Virgin Media 22 years, my bills are increasing more than i can afford,

    contacted 'Retentions' today they said, they Cannot help me, until my Cotract ends

    in December 2024.

    After, this period it's 'Goodbye' to Virgin Media For GOOD.