Forum Discussion

Sb84's avatar
Sb84
Joining in
21 days ago

Does Virgin care about keeping customers?!

Hi,

I just wanted to see if others experience what I face every time my contract renewal is due.

The whole experience is horrible, and you just don't feel valued. I’ve been with Virgin since they took over from the previous broadband provider, so it's been a few years now!

I’m fed up with constantly feeling stupid and taken for a fool. The Virgin call rep insisted the best offer they could provide was £50 for 350mb broadband and weekend calls. I explained that I don’t need the telephone line. The solution? £60 for 350mb?!

Please explain why new customers are valued more than existing ones! Why does being with Virgin for over a decade count for nothing?

The funny thing is, new deals are being offered for 516mb for £32.99, while my best offer is £60 for 350mb.

The sad thing is the call centre staff are helpless. They openly stated they can only offer certain deals. I was told I’d be better off speaking to another call centre, but they can’t transfer me. They can’t put me through to a manager, and they can't help me any further.

I’m just so angry with Virgin. When will someone realize that existing customers are just as valuable as new ones? It’s really disappointing and unnecessarily stressful. Now I have to explain to my elderly mother that her internet service will be disconnected on March 3rd, 2025.

P.S. I’ve also raised two complaints, and guess what? No response.

  • Does your elderly mum need 350 Mbps download speeds? 

    If she receives pension credit VM has a cheaper pricing scheme available https://www.virginmedia.com/broadband/low-income-families

    • Sb84's avatar
      Sb84
      Joining in

      That did make me laugh. I've got a lot of smart devices setup in the house and I also need the speed when working from there on occasions.

      But thank you for sending that link. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    I gave up with the loyalty thing a few years back, and I now vote with my wallet...  I've left VM twice and come back with better sale deals (always broadband only) after an absence.  Same with the other ISP's, just go to the best deal that suits me.  Don't need an ISP phone or TV, so I can move around without too much hassle.

    • Sb84's avatar
      Sb84
      Joining in

      It's sad but soo true. Just a shame loyal customers are disregarded.

      • Tom_W1's avatar
        Tom_W1
        Forum Team

        Hi Sb84 thanks for posting although we're sorry to hear of your concerns raised regarding the contract renewal. 

        It is true that sometimes having a landline included can result in a cheaper package, as it can vary with what discounts are available for different packages.

        All offers are subject to availability and can change at any time. 

        We can see what is available for you though so please expect a PM from us to arrive shortly and respond directly when you can!
        Many thanks

  • arrgee1991's avatar
    arrgee1991
    Problem sorter

    I had similar.  Got a renewal quote of £60/month.  Asked how much it would be to remove Sky Sports and was told it would be £81/month !!!

  • arrgee1991's avatar
    arrgee1991
    Problem sorter

    I started a web chat at 10am.  Nearly noon now. And still waiting for an offer.