Forum Discussion

Imortaltom's avatar
Imortaltom
On our wavelength
19 days ago

Disgusted

Tried to contact an advisor and spent 45 minutes trying to. That automated voice thing is terrible. You ask it for an advisor and it just repeats itself. Then when I finally got to an advisor I asked what deals they have because my bill is a lot and I dont really want to be paying that much So they ended up taking £7 off my bill. lol kind of insulting as I’ve been a valuable customer for over 20 years propably 

I then asked could they drop it lower if I drop my internet speed and they said no. 

I personally think it’s time virgin media looked after there existing customers like they do with there new ones. 

contract
renewal

3 Replies

  • unisoft's avatar
    unisoft
    Super solver
    19 days ago

    Yep, been said many times on here if you search.

    Research other providers, ring in to cancel, put a cancel in if not happy, and you out of minimum term or 30 days left. If you haven't done retentions before you are likely to get a call back or SMS with a retention offer, and that's when you can tell them what speed you want etc.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    19 days ago

    Hi Imortaltom​ 

    Have you signed into My Virgin Media to see if there are any online deals available?

    Generally better offers are forthcoming if you are out of contract, or within the last 30 days of your current contract and you call to place a cancellation request rather than to regrade or negotiate a new price.

    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.

    You should select options 1,1, 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.

    You can also get in touch using one of the following contact methods:

    WhatsApp: 0780 3089 684

    Or you can contact VM on Social Media by either messaging 

    Facebook: https://www.facebook.com/virginmedia/

    Twitter: https://twitter.com/virginmedia

    EDIT - Forgot to say, you have a 14 day cooling off period if you accepted the new offer earlier

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    18 days ago

    Hello Imoraltom,

    Sorry to hear of the increase in price for your package and the new price offered not being suitable to yourself, we appreciate you taking the time to raise this via the forums.

     

    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.

    Was the reason for the increase/higher bills due to the contract ending and promotional discounts expiring? These are advised on each bill, their amount and the date they're due to expire. If it was the end of the contract you should have received an email advising this, these can be up to 6 weeks prior to the deal expiring.