Forum Discussion

Angela357's avatar
Angela357
Joining in
5 months ago

How to contact retentions team

Hi 

My discounted contract ending soon, I had an email to tell me and stating how much I be paying going forward, which is a big increase, and for what I’m getting I can’t see the justification for the amount. I contacted virgin media by phone and the person said I can get you a deal and the deal he said first was still more then I was pervious paying but less then it would be when the discount end , but he then said because they don’t over the package I got under the same name as maxi tv he can’t , but said can offer another package but it be little more then the package he first said , we kept going round in circles, I would be paying more then I was . So that call ended 

I then tried again using the online chat and was offered the packaged as when i telephoned but the first offer I was quoted but lost connection, so again I tried this time I said I’m thinking about leaving and can I speak to someone but didn’t get anywhere 

how can I contact the retention team 

thank you in advance 

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

    Hi Angela357 

    Do your homework first and price up similar deals with other providers. Also determine what you actually need from VM.  Do you need the current level of speed?  Also look at if  you need a new sim. VM now have the Volt packages which  double your data and broadband speed, so it might be worthwhile taking out a lower broadband speed on a Volt bundle which would double your broadband speed .

    When you decide to renegotiate/cancel the best method and time to contact them is to call  150 from a Virgin landline, or 0345 454 1111, but best to call at 8am when lines first open to avoid call queues.

    Choose option 4 retentions (thinking of leaving us) 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 negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract.

    • Angela357's avatar
      Angela357
      Joining in
      5 months ago

      I have called the number, it don’t give you the options anymore , takes you straight to vm call centre, and they can’t help as they use too 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        5 months ago

        Hi Angela357, thank you for your posts.

        We're sorry to hear about the difficulties you've been having when trying to get a new deal sorted 😔

        I can see you've spoken to the team since your latest post. Has the matter now been dealt with?

        Please pop back to us at your earliest convenience.

        Thank you for your support newapollo 👍

        Regards,
        Daniel