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BlueyonderHa's avatar
BlueyonderHa
Settling in
6 months ago
Solved

Been with Virgin Media since when it was Telewest - would have thought I was considered loyal customer -

I wish I could say I am happy with Virgin Media, but I am not. I can't get any help from a customer services representative . I cannot afford the options offered to me as all over £100 per month. why can't virgin media reward existing customers instead of making us pay so much more that only option is to cancel?

  • jpeg1's avatar
    jpeg1
    6 months ago

    You really must understand that VM do not recognise what a 'loyal' customer is. You are just someone who is already a customer and who they hope to get more money out of at the end of a contract.

    The only way to get a better deal is to give your 30 day notice.  That may or may not work depending on various factors . Probably the most significant is whether your postcode has an alternative fast fibre service. 

     

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    You really must understand that VM do not recognise what a 'loyal' customer is. You are just someone who is already a customer and who they hope to get more money out of at the end of a contract.

    The only way to get a better deal is to give your 30 day notice.  That may or may not work depending on various factors . Probably the most significant is whether your postcode has an alternative fast fibre service. 

     

  • Stevej54's avatar
    Stevej54
    On our wavelength
    6 months ago

    The thing is so many people are ' cutting the cable ' and theyre losing loads of customers , they cant afford to give us the deals they once did . Although I dont know what youre getting for 100 but there are ways to reduce your monthlies , maybe reduce your package , your speed ( to be honest noone needs 1gb , if you use wifi youll never get that anyway ) as that would reduce your outgoings . Actually take a look at what youre using and what youre watching ?

    • BlueyonderHa's avatar
      BlueyonderHa
      Settling in
      6 months ago

      Thank you for your answer, but even though i have asked for downgrade of services they are still offering me less speed and less TV channels for over £100 per month!

       

      • newapollo's avatar
        newapollo
        Very Insightful Person
        6 months ago

        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 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 .

        If you are wanting to downgrade service then you need to be speaking to retentions (thinking of leaving).

        The best method and time to contact them is to call  150 from a Virgin landline or mobile, or 0345 454 1111, but best to call at 8am when lines first open to avoid call queues.

        Choose option 4 retentions (thinking of leaving us) 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. Hopefully you can negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract.

  • BlueyonderHa's avatar
    BlueyonderHa
    Settling in
    6 months ago

    I am realising how bad the virgin media customer service attitude is now - shocking ! I should be able to find a better alternative service - I keep telling the web messaging agent I cant afford the deal they want me to take but am told please reconsider - they shouldn't encourage people to get into debt, I have asked for downgrade of services but they will not accept this! 

  • flipflop's avatar
    flipflop
    On our wavelength
    6 months ago

    Been with them far longer , first Yorkshire cable then blueyonder then telewest and now virgin , no such thing as loyalty with virgin ,it's a struggle every time you have to renew or try to sort out a problem

  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    What combination of services do you have? That would allow for a good judgement of whether £100/month is cheap or expensive

    Which TV tier? Any premium add-ons? Which broadband speed? Which landline tier? Any O2 mobiles?