Forum Discussion

MarcusF1's avatar
MarcusF1
Joining in
2 months ago

Disgusting customer service from renewals staff

I have just reached the end of my 18month contract with Virgin.

I have received quotes to renew my contract (which is currently at 35£p/m), which would mean upping it to £65ish for the same services.

A new customer can get a better package deal than I currently have for 33£ a month. I have the basic to package and 250MB BB, the available package has 350MB.

They could not offer me any form of deal, and both of the people I spoke to on the phone were miserable, huffing and speaking over me when I tried to explain that it is just not a competitive deal. Why as a loyal customer do I have to pay double? These tactics are ridiculous. 

I have cancelled my contract.

I hope that someone from the community team can reach out and we can have a sensible conversation.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hello MarcusF1,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package renewal and your interactions with our retentions team. As with all providers, we have introductory offers for new customers. At the start of all our customers' time with us, they'll have benefited from such deals. Once this expires, we'll always offer the best existing customer deal available.

    We wouldn't be able to help any further from here on the Forums as we're not able to look into any package changes or renewals and if you've spoken to the retentions team, they would be able to provide the best offer possible. If you wish to raise a complaint about the experience that you've had we would be able to raise a complaint for you from here or you could raise it via your online account 👉 here.

    Kind Regards,

    Steven_L

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    If you have put in a cancellation, it is possible (but no guarantee) you may get a call back from VM retentions (and it is recommended on here to have marketing options on in 'My VM' to allow such a call to take place).

    Any VM offers tend to be 'of the moment', and then gone when the call has ended, so it is worth having all the details of your alternative suppliers at your finger tips. If VM does call back, you will then be able to judge if any revised VM offer is any good or not.

    Also keep in mind that, if you renew now, you may be in line for an immediate price rise in April so factor that in to any future VM discussions and be very clear on what the pricing will be when April comes around.