Forum Discussion

MsMeg's avatar
MsMeg
Tuning in
12 hours ago

Failed XSUS Request (KMM138315961V10264L0KM)

Hi there,

I received an email from Virgin Media stating that my contract will end on 16th October 2025. My prices will increase considerably from then on for 1gb broadband and a landline package.

Yesterday, I checked out the link for the 'Offer that's just for you' if I decided to stay with Virgin Media.  I  then signed up for the same package that I have now, for 24 months, but for £5.00 less than I do now.

I received emails with the new contract summary and info attached.

Today however, I have received this email:

... however, I don't want to ring this number, a previous poster told me that he spent over an hour on the phone with the customer representatives, only to be given a more expensive package - and not what he signed up for!

I would be very grateful if you could look into this for me and advise me further please.

With many thanks,

Megan

2 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 hours ago

    Hi Megan, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear the back office teams were unable to apply the offer automatically. Any offers through the links are online exclusive so the usual Sales or Customer Services team won't have visibility of them. You will need to call the number in the email so the team can help further. 

    Many thanks, 

  • unisoft's avatar
    unisoft
    Super solver
    2 hours ago

    Yep, that's the classic notification that's been posted on here before. You ring in only to be told the original offer is not around and a deal that is nothing like the original is offered.

    If it was me, I would use the "Leaving Virgin" option on the phone, and just call in for 30 day cancellation. If someone then rings back within 2 weeks then negotiate a better deal, else look around at competition. A small bit of hassle for a couple of hours getting hooked up to a new fibre provider is worth it in the long run as not tied to a singular provider like VM. If there is no competition, you can cancel the cancel and try a negotiation at that point, though the deal may or may not be as good as an outbound retentions one. The best deals are with outbound retentions contacting you.