Forum Discussion

jkcool's avatar
jkcool
Joining in
2 years ago

Contract renewal offers changed after talking to Customer Service

My renewal is coming up in May and Virginmedia sent me a renewal offer for £31 per month for 1Gig broadband plan via email. When I logged in, i could clearly see those offers when I login to my Virginmedia account.

I talked to the customer service to see if I can get a better deal. The offers I got from them were appalling, £52 from Phone CS and £48 via Whatsapp for exactly the same package. I politely declined it and now when I login to my Virginmedia account. The offer has been changed from £31 to £36. This happened within minutes of declining the offer given by CS guy on Whatsapp.  How can this happen ? I already have a pre-contract documents (PDF) with £31 emailed to me earlier today. 

Any similar experiences with CS?

6 Replies

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  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)
    2 years ago

    Hey jkcool,

    Welcome to the Community Forums and thanks for the post.

    Sorry to hear you have been having this issue with your contract, I would like to look into this further with you and see what we can do to resolve this, for me to do so I will be sending you a private message now.

    Joe

  • unisoft's avatar
    unisoft
    Knows their stuff
    2 years ago

    Lol £31 or £36, still better than £75.07 for 500mbps BB only I got. Eventually they came down lower, but no interest in 18 month contracts with escape clause removed. 2 price rises legally held to and you don't know amount upfront or whether they will change from calculating rise on discounted price or full package price in that contract duration......

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    This is what does my head in with virgin the prices are all over the place

    My contract has just expired and i got offered 1gb for £56

    the website for offers just doesn't work

  • Tc6306's avatar
    Tc6306
    Joining in
    11 months ago

    Yes, I had the same thing, been offered £31 m350 broadband only last month for renewal, thought I saved a bit and renew this month, checked and they changed it to £40, called them up to ask what's going on and had been told inflation, and you are not a new customer sorry best can do £39.

    I have now cancelled my contract, it is not about the £9 extra a month, I am happy to pay more for good service. I just don't like being taken advantage of, Virgin is just pulling prices out of the hat, and I really don't want this upsetting and troublesome experience every 18 months.

    I am returning to Vodafone which always offer me the renewal prices similar level to new customers, really should never have left and joined Virgin, should have listened to all the warning reviews about the renewal process. Glad now I am leaving, I will never buy anything associated to Virgin ever again.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      11 months ago

      Hi Tc6306, 

      Thanks for letting us know about your recent experience. We're really sorry you feel this way and have ultimately decided to leave us. 

      Offers and Promotions do change quite often and we do regularly have flash offers that are time limited. Any offers given are only valid for the time given and if thinking about it then you run the risk of it not being available again. 

      We do take on board all feedback given in the posts we receive though and collate it to learn more about the areas we need to improve in. We'll be sure to pass this on. 

      If you have any further queries or questions, pop back and let us know. 

      Many thanks,

  • Tc6306's avatar
    Tc6306
    Joining in
    11 months ago

    Talk of the devil, just received a call from Virgin been offered £25 for M350, which apparently not available yesterday.

    No thank you Virgin, I am leaving, it is not about the money and how you can offer cheaper than others.

     It is about honesty and as a customer you expect quality and respect, and not to feel like a piece of meat on a chopping board. At least I can call to renew or cancel every time, I feel sorry for the valuable people that Virgin are taking advantage of.