Forum Discussion

AceModder's avatar
AceModder
Tuning in
24 days ago

Contract renewal..... same old battle....

I am discussing my contract renewal and the offer is much higher price or much lower package for a small higher price.

I have advised I want to cancel on the chat customer service guy.

Now I expect the cancellation team will call me and offer me a better deal than live chat can do.

Every 2 years I have to go through this bullcrap!   So annoying, I may just 100% cancel this time, as there is a local ISP who has laid 2gig up/down FTTP for my property.   Probs will switch to that this time.   But let's see what the cancellation team offer when they call me in a day or so.  

7 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    24 days ago

    VM does like its silly renewal games. More people should take the plunge IMO, if they can, and simply ditch VM instead of going through the daft renewal ritual every two years.

    I left VM nearly 4 years ago and moved to a BT FTTP connection which was rolled out at the time. It was/is a night-and-day difference in terms of reliability and continuity of service from the old VM connection on 20+ year old coax cable compared to a new fibre optic connection.

    Since that time, many more providers have gained access to the telephone poles in the street and VM has tanked as far as number of connections goes in the street.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    24 days ago

    Same here. When OR brought their fibre into our road it was reported on local media and many people have celebrated their new deals on Sky, EE, Vodafone etc. VM must be taking quite a hit. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    24 days ago

    Ditto.  I've been moving ISP's to suit costs.  I've been back with VM twice on new customer deals, and with Openreach ISP's in-between times.  I only have broadband and no ISP tied email services, so moving around is easy, especially with some of the 12 month contracts.

  • AceModder's avatar
    AceModder
    Tuning in
    24 days ago

    What annoys me is their new customer deals are not available to renewal contracts - it is not a good way to retain business.

    I've been a VM customer for over 20 years (VM will only see 10 though, as they give you a new account if you move house).

    Currently they have lost my business.    Another ISP is offering me 2gig download and 2gig upload, and I'm looking at going to them instead. 

    • goslow's avatar
      goslow
      Alessandro Volta
      24 days ago

      Why not try the new supplier and get new customer pricing with them? Once that minimum term is up with them you have the option to go back to VM again, if you choose to, and you will be a 'new' customer with VM once again.

    • Deepak_S's avatar
      Deepak_S
      Icon for Forum Team rankForum Team
      24 days ago

      We’re really sorry to hear about your experience, that’s not what we want for our long-standing customers. We truly appreciate your loyalty over the years.

       

      You mentioned finding a deal offering 2Gb download and upload, which is impressive! At the moment, the fastest we can offer is our Gig1 package, but please know we’re always working to improve our services and bring even more speed options in the future.

       

      If you need anything else please let us know-  we’ll be happy to help 🙂

  • AceModder's avatar
    AceModder
    Tuning in
    8 hours ago

    Hey all.

    Just wanted to let you all know that there is a new internet provider in my area, lightspeed.co.uk, they offer up to 2gig down and upload speeds.

    I have been with virgin for 20 years and finally had enough of their silly internet prices and I've swapped to lightspeed. 


    It is interesting that when I just dropped off my Virgin TV boxes, and router etc, the guy at the yodel dropoff said that I'm the 4th person returning virgin gear today. Virgin must be losing so many customers, due to their silly new prices for contract renewals (went from £75 to £175 offered, and when I cancelled the best they would offer was £135 and that was by halving my internet speed from 1gig to 500mb. Total joke!

    My new internet 2gig up and 2gig down is only £32.99 a month.      Granted there is no TV access with my new ISP, but that is not so important.   

    Virgin you lost a custoemr of 20 years last week, and I don't plan to return - async down and upload speeds are also important to me, and you guys promised to offer that for a number of years and it didnt happen still.    Virgin must be hurting badly at the moment.

    Maybe if you sort out your predatory contract renewals and offer the same deals for renewal as what you offer new customers without having to fight to try to get it you may not lose all these customers.   RIP Virgin!