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.
