We are in the last week's of our contract for which our 350mb broadband only will go from £35 per month to £57, though the last month 1 of the discounts appear to be 17 months and not the full 18 months as the other discount as this months bill is £42.So, I call retentions last night and unfortunately get the overseas call centre. Trying to cut a deal has proved frustrating so far as quoting deals online for both new customers and with other providers along with black Friday offers that they can't see on their system to verify has limited what they are offering.So far the best the overseas retentions has offered is 500mb for £36 pm or 1000mb for £42pm. Yet this is still short of new customer & black Friday deals both with Virgin and other providers. Current advertised Virgin offers are 500mb for £38.50 with £100 bill credit right away which make that more £33 per month. 1000mb (well 1130mb) is £45 per month, free for the first 3 months making an effective £37.50 per month.A BT based line, I can get 500mb for £30 per month or 910mb for £36. So current retentions offer is well short of what I can get for a comparable speed elsewhere or as a new customer. And that we now have a comparable speed option elsewhere on a BT based line would I assume make getting a deal more likely as they should know this.Yes, I know some may well give the same old "but that's new customer only deals" etc. But I'm pretty much out of contract and actively looking to either re contract or move. So in that instance expecting to get at least as good as a new customer deal to stay & re contract is not unreasonable when I have options with other providers. So what sort of deals have others got recently and is there a different number for UK based retentions who have better access to deals and can verify offers from other providers when negotiating?.

It makes no difference to me personally if you stay with VM or cancel.Dave606 wrote:But I will 100% be leaving and no issue in the slightest giving my 30 days notice if I don't get an improved offer to at least match what I can quoteThis is the attitude you need to take with VM retentions. Your previous post didn't suggest you would, and a retentions agent would be likely to walk all over you if they smell "I don't want to leave". Anyone wiling to give cancellation notice will usually get the best results.

Dave606 wrote:when I have options with other providers. Your post does have a tone of "I know I have alternates, but I don't really want to take them and want to stay with VM". That's fine as a personal preference, but if VM retentions get a sense of this, why should they offer you discounts when they suspect you won't leave and therefore that could be wasted budget better used on others who will otherwise disconnect?

Hi, Dave606.Thank you for taking the time to post on our help forums and welcome back to the community.We're sorry to hear you're not happy with any of your quoted deals to stay with us after your current deal has expired, we can advise that we do not support package changes and contract renewals over the forum page however we're eager to assist in case you're facing issues with this where we can.About our new customer deals, we wish to advise the following: As with all providers, we create introductory offers to new customers. At the start of all of our customer’s 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 also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any offers that may be of interest.We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade! Did you get a quote for renewing with the same services at 350MB speed and if so, is this not something you'd like to go for in this case, just to understand more?When your agreement with us comes to an end you may also get the option to move to another provider and cancel the VM services if this would be the only option to your benefit, in the last 30 days of your contract this can be done without any termination fees applying when leaving.Once you've raised a disconnection request, this will take 30 days to action - any better deals that our Retentions may have for you during this time will be communicated to you before the disconnection date, in case you'd be happy with this you may choose to still stay with us by taking this offer. As our new customer offers are not compatible with existing customer accounts we'd be unable to offer this - let us know of your thoughts and if you have more questions regarding the above and we'll do our best to support you.

Hi Dave,I had the same situation yesterday. I rang the team and they could not offer anything near what they are offering for new customers. I know it's crazy as new customer will require engineer visit, postage or new equipment and connection fees. Anyway since I did not get a better deal from them, I agreed to cancel my services and gave my 30 days notice. This morning, I had a call from their loyalty team to find out why I was leaving and if they could do anything to keep me. They managed to get me a really good deal. I was on the 350MB. I was upgraded to the 1gig for less then what I was paying for the 350mb ( ofcourse I have TV and phone ) overall my bill went down by around £9 a month with the new upgrade. I guess the loyalty team have much higher discount that they could apply. I'm glad they managed to sort me with a deal. Hopefully they can do the same for you. Sorry i don't have a number as they rang me.ThanksMosman

Of cause nobody would realistically ever want to leave or change providers as such, why would they unless there is an issue with the provision of service?, in my case there is a major difference in what VM want me to pay if I do nothing. But your post suggests your of the feeling I likely won't leave than will regardless and feel I'm calling VM's bluff to get a better deal?. But I will 100% be leaving and no issue in the slightest giving my 30 days notice if I don't get an improved offer to at least match what I can quote.As if I do nothing and stay out of contract on a 30 day rolling deal I'd be paying £57 per month for 350mb, why would anyone do that when they can get 500mb for half that cost and 910mb for £21 less per month elsewhere by entering into a new minimum term contract?. As I'm asking to re contract then obviously comparing what other contracts for similar services new customers can get or I can get elsewhere is what is reasonable to look for deal wise. We have been with BT in the past for fibre broadband and the line is still connected so would unlikely even need an engineer callout.

Dealing with retentions & getting a UK based call centre

Adri_G
Forum Team (Retired)
2 years ago
Hi, Dave606.
Thank you for taking the time to post on our help forums and welcome back to the community.
We're sorry to hear you're not happy with any of your quoted deals to stay with us after your current deal has expired, we can advise that we do not support package changes and contract renewals over the forum page however we're eager to assist in case you're facing issues with this where we can.

About our new customer deals, we wish to advise the following:

As with all providers, we create introductory offers to new customers. At the start of all of our customer’s 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 also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any offers that may be of interest.
We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade!

Did you get a quote for renewing with the same services at 350MB speed and if so, is this not something you'd like to go for in this case, just to understand more?

When your agreement with us comes to an end you may also get the option to move to another provider and cancel the VM services if this would be the only option to your benefit, in the last 30 days of your contract this can be done without any termination fees applying when leaving.
Once you've raised a disconnection request, this will take 30 days to action - any better deals that our Retentions may have for you during this time will be communicated to you before the disconnection date, in case you'd be happy with this you may choose to still stay with us by taking this offer.

As our new customer offers are not compatible with existing customer accounts we'd be unable to offer this - let us know of your thoughts and if you have more questions regarding the above and we'll do our best to support you.
- Dave606
  Fibre optic
  2 years ago
  Thanks for the reply Adri, to be honest I'd not asked about a price for re contracting at the current 350mb connection speed as with higher connection speeds that have been made available since we last re contracted both with VM & with BT line based providers which now do 1000mb full fibre in our postcode we now have access to speeds we would have previously asked about that were not available until recently and coming to the end of the contract etc.
  I kind of get the stance from VM's point that current customer deals out of contract are not comparable to new customer deals. However, when a customer is about to come to the end of their minimum term contract all they really have to go on price wise for comparison is new customer offers either with VM or elsewhere as a new customer. If there is a wide difference between what the customer can quote for new customer offers or get elsewhere why would anyone realistically re contract for another 18 months and pay considerably more than what they can get elsewhere for comparable speeds?. We already have a BT based line connected & previously had to be broadband in the last & the line is still active & so unlikely to even require an engineer visit where we to switch.
Mosman
Tuning in
2 years ago
Hi Dave,
I had the same situation yesterday. I rang the team and they could not offer anything near what they are offering for new customers. I know it's crazy as new customer will require engineer visit, postage or new equipment and connection fees. Anyway since I did not get a better deal from them, I agreed to cancel my services and gave my 30 days notice. This morning, I had a call from their loyalty team to find out why I was leaving and if they could do anything to keep me. They managed to get me a really good deal. I was on the 350MB. I was upgraded to the 1gig for less then what I was paying for the 350mb ( ofcourse I have TV and phone ) overall my bill went down by around £9 a month with the new upgrade. I guess the loyalty team have much higher discount that they could apply. I'm glad they managed to sort me with a deal. Hopefully they can do the same for you. Sorry i don't have a number as they rang me.
Thanks
Mosman
- Dave606
  Fibre optic
  2 years ago
  I think this is a mainly industry created problem in that there has for to long been way to much focus on recruitment & enticing of new customers with offers & deals which is likely of the understanding massively undercuts what the average customer out of contract is expected to pay than give any real thought to existing customers. Why there isn't a simple standard price structure for contracts for everyone, new customers or re contracting customers like mobile phone contracts for example is crazy.
  They don't exactly advertise out of contract prices, though I'm told the price for just our 350mb fibre broadband will be £57 per month on a 30 day rolling contract, this is pretty much double the new customer offer of £34.50 per month for the same speed with an instant £95 account credit making it £29.50 per month.
  VM don't even list any price structures or deals to re-contract or for customers wanting to re-contract, so they don't make it easy to do just leaving customers to go down the often time consuming and often uncomfortable process of negotiations with call centre staff who often admit they can't verify the deals and prices you can quote you can get elsewhere .
  I also only partially get how it's said new customer deals are not comparable to current customer deals looking to re-contract. If not when what are we all supposed to use for comparison purposes?. We are entering into a NEW contract so new customer contracts are obviously what we will use for comparison.
  That we have all known for years, that re-contract deals are never advertised means we all have to negotiate on the roulette of which call centre you get and even then there can be a vast difference in deals that 1 customer can get to the next even if both on the exact same package.
  - Zach_R
    Forum Team
    2 years ago
    Hi Dave606,
    
    Thank you for expanding. I appreciate your concerns.
    
    We are unable to process cancellation or package change requests from here, so if you are unhappy with your current bundle for any reason then I'd recommend speaking with our retentions team on 0345 454 1111 (or 150 from a Virgin Media landline) and they'll be able to outline offers and options for you so you can make an informed decision.
    
    Let us know if there's anything else that we can help you with.
    
    Thanks,
japitts
Very Insightful Person
2 years ago
Dave606 wrote:
when I have options with other providers.
Your post does have a tone of "I know I have alternates, but I don't really want to take them and want to stay with VM". That's fine as a personal preference, but if VM retentions get a sense of this, why should they offer you discounts when they suspect you won't leave and therefore that could be wasted budget better used on others who will otherwise disconnect?
- Dave606
  Fibre optic
  2 years ago
  Of cause nobody would realistically ever want to leave or change providers as such, why would they unless there is an issue with the provision of service?, in my case there is a major difference in what VM want me to pay if I do nothing. But your post suggests your of the feeling I likely won't leave than will regardless and feel I'm calling VM's bluff to get a better deal?. But I will 100% be leaving and no issue in the slightest giving my 30 days notice if I don't get an improved offer to at least match what I can quote.
  As if I do nothing and stay out of contract on a 30 day rolling deal I'd be paying £57 per month for 350mb, why would anyone do that when they can get 500mb for half that cost and 910mb for £21 less per month elsewhere by entering into a new minimum term contract?. As I'm asking to re contract then obviously comparing what other contracts for similar services new customers can get or I can get elsewhere is what is reasonable to look for deal wise.
  We have been with BT in the past for fibre broadband and the line is still connected so would unlikely even need an engineer callout.
  - japitts
    Very Insightful Person
    2 years ago
    It makes no difference to me personally if you stay with VM or cancel.
    Dave606 wrote:But I will 100% be leaving and no issue in the slightest giving my 30 days notice if I don't get an improved offer to at least match what I can quote
    This is the attitude you need to take with VM retentions. Your previous post didn't suggest you would, and a retentions agent would be likely to walk all over you if they smell "I don't want to leave". Anyone wiling to give cancellation notice will usually get the best results.
Dave606
Fibre optic
2 years ago
Anyways, getting home I again try to call the thinking of leaving option and again get the overseas call centre. Though explaining my issues, my unwillingness to pay the new price or accept the previous deal offered and my wanting to give the 30 days notice twice the lady I spoke to simply tried to renew my contract despite twice asking to just give the termination notice. I then pushed home that I wasnt happy with the deal offered and just wanted to give the termination notice.
She told me she would transfer me to another department, It was the UK based 1, great I thought when I heard the thick Scottish accent. Only we went through some security questions to be told they need to reboot the computer as they can't access the account details of something and would call me right back and first verified my mobile number. Still waiting 20 minutes later for the call back!. Starting to get annoyed with this now as surely they could simply have put me on hold!.
japitts
Very Insightful Person
2 years ago
It's very rare that the billing date is in line with the contract dates, so pro-rata charging is extremely common.
If your bill is dated the 18th and your contract dates are the 22nd, there's at least part of the reason.
Dave606
Fibre optic
2 years ago
So this morning I've spent ages trying to sort things out & get a deal or give my notice, but left more frustrated than ever.
Phone a little after 8am and get the UK based call centre, great. Talked to the guy and sounded very promising at first. Said he needed to put me on hold to see if they could offer me a deal (is this normal practice when I'd already been talking to him for several mins about the account?). Again like last night I get disconnected for no reason. 10 mins later surprise surprise I actually get a call back!, unfortunately its not the same person I previously spoke to that was dealing with me (despite that they asked for but and verified my number before disconnecting me) but a completely different person in the overseas call centre who was not aware of the previous conversation.
They went through all the security questions yet again several times because they couldn't verify the password they said is wrong that I know is correct because its both my dayghters name and had to input it when I first called.
This person made an offer that by any standards is a joke. He said he would put me on hold and look again after saying I'm not happy and want to give my 30 days notice.
Get disconnected yet again, which is seriously annoying they do this now. The same person rings back 5 mins later & apologies saying they dont know what happened. Saying I've had enough and their offer is way to far from what I get get elsewhere he said he would put me through to the cancellation department (hello, thats the option I had picked each time when previously calling so which department picks up cancellation requests then?).

Guess what, I get disconnected yet again, seriously fuming now as no call back this time and disconnected by 4 separate staff members in total now each time when they oddly need to put me on hold or transfer me and each time I reject an offer and say I want to give the 30 days notice. To do this and reject my request multiple times and cut me off is bang out of order and taking the mick now.
If I cancel payments I'm in breach on contract, yet VM can ignore my cancellation requests and cut me off than process it and that's legal?.
japitts
Very Insightful Person
2 years ago
There have been similar reports - https://www.ispreview.co.uk/index.php/2023/07/ofcom-investigate-virgin-media-uk-over-customer-cancellations.html
You may find it easier to give postal cancellation, the address is shown at https://www.virginmedia.com/help/cancel-virgin-media , be sure to use a recorded method.
- Dave606
  Fibre optic
  2 years ago
  Doesn't surprise me that there are similar reports of similar problems. That I've encountered the exact same issue & problem 4 times each with different VM employee's suggest to do this and discontinue the call as soon as a person make intention and request to cancel is a standard authorised practice. As no way can it be just coincidence this has happened 4 times with different members of staff. Funny how they font need to put you on hold and disconnect you to buy or upgrade services and only when trying to cancel or negotiate!
  - Kath_P
    Forum Team
    2 years ago
    Hi Dave606,
    
    Thanks for coming back to me on this. I understand the frustration and can only apologise that you've been cut off. This wouldn't have been intentional but I can see it's not a great look.
    
    I'd like to look in to this further for you but in order to do that I will need to confirm some information with you to pass security.
    
    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
    
    Thanks,
Geoff_H
Up to speed
5 months ago
Dave606: If you only want broadband, then check out new competitors in your area. I've just given notice to VM and am going to a competitor that offers 1Gbps (up and down) for £26pcm.
In my end-of-contract reminder letter VM wanted to put up my price from £43pcm to £61pcm for 'only' 350Mbps.
So I strongly suggest you take a good look at the market in your area before you do anything, so if you speak to retentions again you are armed with full information and can show them you really mean business.
Personally, I think the FCA should ban this kind of two-tier new/existing customer pricing like they have done with car and home insurance.

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