Apologies in advance for long narrative. My contract was hiked up in October 25. I can't complain because I didn't notice the email or read anything. So technically I'm at fault.Unfortunately, I forgot to telephone them n negotiate a usually do. I was caring for a terminally ill sister ,then grieving for her. Just saw my bill. I called them n said can I downgrade pl. Yes, but it will be £20 more than what I'm currently paying. How does that sense?I asked. Reply. Sorry ,i know but that's the best I can do! So it goes up from 66 to 88.I'm at a total loss. I was then put through to Retention Team. Nope, they don't care that I've bn with them from day one over 13+ yrs! Before that it was in my husband's name. Unfortunately, now this is not only too much but essentially I don't even need the pkg I've. I don't need landline, I don't need high speed broadband. I just watch TV n need WiFi. I've stayed with them because I'm not good changing over, I don't know what is required. It causes me stress. I'm doing well at 78 but I'm just so upset. Unfortunately, I do not know who can help me every year so i just pay up. They hv said if I leave now, I hv to pay about £500 exit fee. Is there anything i can do.?I'll go to AGEUK next year to get help in changing over. I cannot afford to pay this amount of money. Unfortunately, my income is only a little more so I cannot get any government help which is a requirement for VM to offer me a discounted rate.

You definitely do not need a landline if you are happy to rely on mobiles. If you have an aerial then you can get all the Freeview channels on a recording box to play later and skip the ads. We are delighted with our Manhattan box, but there are other makes. For other channels you can subscribe with their app or with Now TV. If VM won't give you the deal that YOU want then you have plenty of choice of broadband only providers. The available speeds may vary according to your area.

Being punished for staying with VM FOR OVER 13YRS. | Virgin Media Community

15 Replies

legacy1
Alessandro Volta
17 days ago
yes VM should really wave the exit fee after being customer for 10 years...
Tudor
Very Insightful Person
17 days ago
Unfortunately VM operate a ‘bundle’ system and often, as you have found, trying to remove part of the bundle can increase the total cost. I very much doubt you will be able to terminate your contract without penalty. Also a point to note is that the VM staff on the board cannot handle contract prices.
- japitts
  Very Insightful Person
  17 days ago
  trying to remove part of the bundle can increase the total cost
  On this specific point, landlines are one element where a "without" price is very often higher than a "with" price. Ask yourself whether you genuinely want to remove a landline, or alternatively - is it causing you any inconvenience to have one?
  - shree
    Tuning in
    17 days ago
    Not really. I didn't realise the impact. I don't understand though. Why would that be. When we first got broadband we had to hv landline to get it and we were charged separately for it. I don't actually know whether we still need a landline to get wifi
goslow
Alessandro Volta
17 days ago
Some further clarification needed here in order to try to help.
When you join VM, you are in a 'contract' which does not end until such time as you give 30 days' notice to VM to cancel (or leave via the new one touch switch process).
You get a discount on the package price from VM by entering into a 'minimum term' period during which you are obliged to stay with VM and cannot leave unless you pay an early disconnection fee (EDF). VM's minimum term used to be typically 18 months but now is often 24 months.
In the past, the discount often used to last for the whole of the minimum term but I believe that now the discount can expire during the minimum term period.
Much of the above might depend upon what was agreed the last time you renewed. You should be able to see your current contract/minimum term information (and what the minimum term agreement is, along with any discounts) if you log into 'My Virgin Media'.
So, if your minimum term has expired recently, and you had discounts to the end of the minimum term, you might expect to see a price rise to the 'standard' price for your package. If you wanted to leave once the minimum term has expired, you should not be charged any EDF.
You may possibly still be in a minimum term and have found that a discount has expired part way through the minimum term. If that was the case, then you would be charged an EDF if you were still in the minimum term period.
Unfortunately we have seen past examples on here of VM agents renewing packages without the direct consent or knowledge of the customer (when they customer has phoned to make a general enquiry about renewing) and the customer finds they are in a minimum term when they thought they were out of the minimum term.
So, first thing to check would be what your present day package terms are, along with any discounts, and when your minimum term ends.
Depending on what you find out from the above, you can plan your future options.
VM sells bundles of services. The more services you use the greater the discount in the minimum term. For example, we often see on here that VM might sell broadband + landline more cheaply than broadband only.
This may work well for some users who are ready/able to switch around at the end of each minimum term but many older users do not want that hassle of having to deal with VM. There have been plenty of past examples on here where older users have not renewed and changed packages and have ended up paying huge amounts each month, as a result of annual price rises, just for basic services.
If you only want broadband + TV you should consider some other options other than VM.
Depending on what sort of TV you like to watch, some have switched to using an aerial and a hard disc recorder and/or buying in the individual streaming services they like to watch.
VM's TV offering is now being heavily steered towards the 360 TV box and now a streaming TV box as the default offering (which has no recording facility).
Depending on what your minimum term status is, you may wish to consider ditching VM altogether when your minimum term is up.
The title of your topic has correctly identified the reason for VM's behaviour. VM simply does not think you will ever leave and is pricing its offers accordingly. You are, however, in a position to change that once you have found out what your minimum term commitments are at present. Some suppliers will offer a contribution towards any early disconnection fees (typically upto £300 from what I have seen) which may help shorten the period you have to stay with VM.
- shree
  Tuning in
  17 days ago
  I'll check my contract now n get bk.
  I predominantly use BBC1,2,3, 4.ITV. CHANELS 4 AND 5. I tape channels that have adverts. Basically that's it. I've an aerial but I found it difficult to manoeuvre.
  - japitts
    Very Insightful Person
    17 days ago
    I tape channels that have adverts
    Any new TV service you buy "from market" will likely be streaming based, and thus your ability to FF through adverts is increasingly being restricted. You could consider a Freeview box (digital TV through an aerial) with a PVR (Personal Video Recorder) that will replicate some of VM's recording features but not necessarily all.
    Back to personal preference.
- shree
  Tuning in
  17 days ago
  My contract started on 28/4/25.
  Ends on 28/10/25.contract length is 18 months. Min. Term is 18 months.
  I think i just have to grin n bear it!
  - Michael_M
    Forum Team
    17 days ago
    Hi there shree,
    
    I’m really sorry to hear what you’ve been going through, both with your sister and with all this stress around your contract. No one should have to deal with difficult bills at an already hard time.
    To help clear things up, here are a few important points that might make things feel a little more manageable:
    
    You can change your package at any time. Even though you’re in contract, you’re still allowed to upgrade or downgrade, as long as the new package is available on contract terms. If the advisor offered you a downgrade but it was more expensive, that usually means the package you asked for has a higher base price than the deal you had before your renewal. It doesn’t mean you can’t change, just that some packages cost more than others.
    
    Loyal customers can still speak to the retentions team again. If the offer didn’t feel fair, you can call back and say the price rise is unaffordable for me. I need a cheaper, essential‑level package. What is your lowest cost available option right now for example. Sometimes different advisors offer different deals, so it’s always worth another try.
    
    Exit fees are based on the remaining months. The £500 you mentioned sounds like the charge for leaving early. Unfortunately, every provider charges early disconnection fees, not just VM. But you’re not locked out of changing your package, just out of leaving completely without fees.
    
    There are lower‑cost options available. If you only need TV and Wi-Fi, you don’t need a high‑speed bundle. VM do offer essential broadband packages (but you need certain benefits to qualify), reduced-speed broadband-only packages (you don’t need a landline) and basic TV or no TV options, you can use apps through a Smart TV or streaming device if that’s easier. So it is possible to bring your bill down, you just need to make sure the advisor is offering you the correct “budget” packages.
    
    AGE UK can absolutely help, but you don’t need to wait. AGE UK are brilliant with switching and explaining things step by step. But you’re also welcome to call VM again now and simply say my circumstances have changed. You don’t need to explain every detail if it’s too emotional, just let them know you need affordability help.
    
    Please let us know if there is anything else we can do to help you further
jpeg1
Alessandro Volta
17 days ago
@goslow has put it very well.
When dealing with VM it's essential to be positive and tell them what you require from them. Otherwise they will push you to take more services or 'upgrades' than you need, to tie you in to paying them more.
And do check what other suppliers are offering.
- Tudor
  Very Insightful Person
  17 days ago
  Totally agree, the call handlers are there to sell services, it takes a lot of persuading to get them to do what you want. They have been know to just hang up when you are not playing their ‘game’.
shree
Tuning in
17 days ago
Yes, I think my only solution is a free view box. I've often thought about Nowtv. Any thoughts on that.
Also when I cancel VM, would you recommend it stay worth them for broadband only. Also do i need a landline, ie, do I need a land line to receive broadband . I'm thinking of hving 2 mobile phones, one for emergency if my main mobile dies on me. I've kept land line for emergency only.
- jpeg1
  Alessandro Volta
  17 days ago
  You definitely do not need a landline if you are happy to rely on mobiles. If you have an aerial then you can get all the Freeview channels on a recording box to play later and skip the ads. We are delighted with our Manhattan box, but there are other makes. For other channels you can subscribe with their app or with Now TV.
  If VM won't give you the deal that YOU want then you have plenty of choice of broadband only providers. The available speeds may vary according to your area.