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MsMeg's avatar
MsMeg
Tuning in
5 months 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

6 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months 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, 

    • MsMeg's avatar
      MsMeg
      Tuning in
      5 months ago

      Thank you for your reply Kath.  Just a bit nervous about this, as another person mentioned a negative outcome (not getting the price originally quoted for renewing contract) after receiving the same message to call back.

      • Gareth_L's avatar
        Gareth_L
        Forum Team (Retired)
        5 months ago

        Hello again MsMeg.

        We fully understand you being nervous about calling.

        If you do happen to call, can you please let us know the outcome?

        Gareth_L

  • unisoft's avatar
    unisoft
    Super solver
    5 months 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.

  • MsMeg's avatar
    MsMeg
    Tuning in
    5 months ago

    Thank you for your reply.  This is what I feared, as had read about another post on here saying the same thing.  I'll see what happens and then follow your advice!

     

  • MsMeg's avatar
    MsMeg
    Tuning in
    4 months ago

    Hi, I did call the number today.  I was told that the new contract that was offered to me on my account on the Virgin Media website (£70.40 a month for first year - current price £76.50) could not be offered to me, as there was a price mis-match.  I was then told I could only renew my contract with Virgin for £80.00 a month.  Even though there was a new renewal offer on the Virgin Media website today for £74.60 a month!!!   This seems completely crazy and not good for customers who wish to renew with Virgin.    I then asked to be put through to the retentions team.  I was then offered a satisfactory offer for a new 24 month contract (same services) for £59.00 a month.  Much better - now a bit happier.