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...
  • newapollo's avatar
    newapollo
    2 years ago

    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.

Megan_L's avatar
Megan_L
Forum Team
2 years ago

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
2 years ago

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
    2 years ago

    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.

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 years ago

    My apologies gcfalco 

    There is no direct number to a UK retention agent, all of our customer service and retention agents will be able to support you further with your cancellation or package queries. 

    Our emails require an active broadband service to remain live. As such, if you decide to cancel then you will lose all blueyonder, NTL and Virgin emails within 90 days of your disconnection date. 

    We recommend setting up a client email to transferring all important emails to this to ensure you do not lose anything important to you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

    • RustyBristol's avatar
      RustyBristol
      On our wavelength
      2 years ago

      A word of advice to everyone. NEVER use a provider's own email address. When you leave from say, being utterly cheesed off with being overcharged compared to new customers then you no longer have an email address that is functional. Virgin and all the others use this to retain customers as it's inconvenient to have to provide all your contacts with a new email address. Don't fall in to this trap people