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MVhelpneeded's avatar
MVhelpneeded
Joining in
11 months ago

help needed please with contract renewal

I contacted live chat and spent 2 hours trying to talk about taking off some features I don't need on my tv/broadband/home phone package that is ending 14th June. The customer/sales team then spent this chat time upselling to the point where every time I clearly said I didn't need these extras they came back with upgrades and price increases.  I asked to speak to retentions, I was put through via chat a new person stated they were looking back over the chat and would then help me,  an error message then appeared and the chat was disconnected.  I then tried again to get back on the live chat but this took me back through to sales and they just weren't interested in listening to what I needed if I were to get another contract with Virgin.  I would appreciate someone to help me, to go through what I have, what I don't need and to provide a bit of customer care.

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  • donald795's avatar
    donald795
    Joining in
    11 months ago

    Hello,

    I spent 2 hours on live chat trying to remove features I don't need from my TV/broadband/home phone package ending on June 14th. The customer/sales team kept upselling despite my clear refusals. I requested to speak to retentions, but after being transferred, the chat disconnected with an error message. Attempts to reconnect only led me back to sales, who weren't interested in listening to my needs for a new contract with Virgin.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      11 months ago

      Hi MVhelpneeded  aka donald795 

      I'm afraid that the forum team can't process regrades or help with pricing, however you should speak to retentions (thinking of leaving) and see what price you can negotiate. They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

      Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

      The quickest contact method is by calling either 150 from a VM phone, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

      Texting  VM on 0753 305 1809, speaking to the team on WhatsApp on 0730 532 7112, and online messaging can take 4 to 6 hours as phone calls take priority . 

      You can also sign into /my-virgin-media and see if any deals are available via your online account, however  you can't donwgrade using this method..