Forum Discussion

Anonymous's avatar
Anonymous
2 months ago

Cancellation

Can anyone help me please.  I gave my cancellation notice as I couldn't afford the large increase and offers were still over £100.  I was hoping that I would get a call from retentions but I have not received any.  My circumstances have changed and I tried one last time to get a better offer for a basic package instead of all singing and dancing which i had before cancelling.  Been quoted £69 for the basic of basic (tv, internet)!  Whilst on I said I couldn't understand why retentions hadn't tried to keep my business.  The gentleman said it is because I will not accept marketing.  At the beginning of cancelling I did tick the box to say opt in to marketing but it said at top I had opted out so I unticked it!  I asked the gentleman to opt me back in but he said I'm probably too late now (contract ends sunday).  I'm really angry and frustrated with myself.  I've checked online and it's still showing without a tick to opt me in but the gentleman said he had done it.  Am I too late or has anyone got an up to date retentions number 😢  I know its my own fault for cancelling but I physically cannot afford the offers.  Thank you everyone.

8 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    The only way to retentions is the usual CS number and "thinking of leaving us", but since your account will be marked as closing, that may not work. 

    Is there no other suitable provider? 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey aja1875, thank you for reaching out and a warm welcome to the community, we are sorry to hear about your renewal issues.

    Please can we check if you have looked here to see what deals we may have for you? Cheers

    • Anonymous's avatar
      Anonymous
      2 months ago

      Hello Matthew.  I went into "upgrade your package or check out our latest deals for you" and when i click on it it just says looking for an upgrade chat to us now and your opening times.  Tried that a few times 🥺 please advise, thank you.  

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    is there more than you in the house/flat - if so let the account close and get the other person to sign up as a new user and get a new user deal - you might be without a connection for a few days until its all done but it will be  a good deal

    • Anonymous's avatar
      Anonymous
      2 months ago

      As this will close I will hv to finish off converting all my emails (which is the major ball ache, but already done quite a few).  So once that's all done I have no allegiance to any one provider, but thank you for your help.  The main thing (as Contad said on this thread) it's so confusing if you've opted in or opted out of marketing.  I feel like Im being punished because of the confusion with the opt in or out but this might help other people that you have to tick the box and ignore that it says 'you've opted out'.

  • nick2025's avatar
    nick2025
    Joining in
    2 months ago

    i to found prices  for out of contract renewal gone too far  over £119 and just to renew my broad band it would be £47 were as a new customer gets it for £31.99 have we got mug written across are fore head? and as i raised complaint form tolal waste of time good bye virgin as i now get same deal for £76 

  • Conrad3000's avatar
    Conrad3000
    Tuning in
    2 months ago

    Re. the marketing preferences; you're right. I've also ticked (and unticked the box), and on both occasions it says I've opted out?!

    Come on Virgin; sort it out. I don't want to be in the same boat as the OP.

    • Anonymous's avatar
      Anonymous
      2 months ago

      Thanks Conrad.  That proves I'm not going mad!  Most 'industries you opt out' of receiving marketing  not have to opt in!  Hence more confusion.