Contract renewal

The VM people on here don't deal with package renewals as a matter of routine.

You would like to pay VM less money. VM would very much like you to pay more money!

Arm yourself with the prices from your alternative providers before going back to VM to try to renegotiate.

We have read many topics on here recently where VM's first renewal offers have been unsatisfactory to the customer.

VM's sales agents will be very familiar with working out who really intends to cancel and leave and those who do not. They will make their offers accordingly.

If the VM renewal offer does not match up with your alternatives, put in a cancellation.

You may get a call back from VM with a better offer but this is not guaranteed and you need marketing options on in My VM.

With that in mind, if you do put in a cancellation, you must be willing to follow through and leave VM if necessary.

The VM agent will know if there are fast fibre alternatives available at your postcode, and this will inform their judgement of how likely you are to leave. 

Do your homework first, be aware of what you want and the price you are prepared to pay, and price up similair speeds/packages with other suppliers.

Also do you have an O2 sim, or are thinking of taking out a new sim deal?  If so you may be able to increase your broadband speed to the next level by taking out a Volt deal.  Or drop your speed down a level and then due to having the O2 sim it would be increased to the next level. This would also double your sim data on O2.

It's sometimes cheaper to take out a landline and broadband package rather than a broadband only deal as VM give higher discounts if you add more components to your package. You don't have to plug the landline in, but it comes in handy if you need to contact VM as it's a free call with you dial them using 150 from a VM landline.

You should select options 1, 4 and 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to retentions (thinking of leaving) 

They have better offers than the front line agents.  Although you might speak to a first line agent to begin with tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.  

VM's actual prices can vary on a day to day basis, and agent to agent basis. I know it sounds odd, but agents are given a set amount of allowances to offer at varying price points.

If they have used up their quota of lowest prices for the day or week, then they couldn't offer say the Mega Volt bundle for £100, but if the next agent hadn't reached their quota then they would be able to offer that price point.  It's also possible that one of the retention teams may be "trialling" a price point not available to other teams.

To be honest if you are fairly happy with a  quoted price whilst on the phone with the agent (or need to confirm it first with say your partner) then accept it as it probably won't be available again.  You can then take advantage of the 14 day distance selling window should you change your mind and wish to reject that offer. You would then go back to your original pricing, even if it was the out of contract price,  and package (or nearest equivalent) and then have the option of either cancelling or renegotiating.

Hello Massimo,

Thanks for posting your renewal query via the forums, we understand you wanting to reduce costs as much as possible particularly during these difficult times.

As with all providers we do offer introductory offers to new customers, at the start of all of our customers time with us they will have benefited from such a deal. Once this expires we'll always do all we can to offer the best existing customer deal available.

We don't support package changes via the forums but if you call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you.