Forum Discussion

regentroad5's avatar
regentroad5
Superfast
12 hours ago

Marketing and contact preferences question.

My present contract expires end of December, 2025. 

I'll have to contact VM to discuss renewal options soon. I hate having to do it because it appears sometimes having to become involved in a game of brinksmanship where one has to cancel in the hope retentions will be in touch to offer a reasonable deal so one can remain as a customer.

So far, as a long time customer, it's worked out OK, but I'm always prepared to go elsewhere. I would miss having a V6 box but will not miss having a landline, and I know I could save an appreciable amount on my monthly bill if I moved as I live in an area where full fibre broadband is available from many providers.

However, despite that I would prefer to stay with Virgin. With that in mind, whenever I look at the marketing and contact preferences in my account and try to tick the marketing consent  box next to the message "Sounds good! Keep me up to date", I constantly get the message, "Sorry the changes you made were not saved. Please try again later."

I've rung VM about this and they tell me they have me as giving this consent, but that begs the question, why can I not tick the box, and receive confirmation my choice has been shown as being recognised in my online account?

Any thoughts please?

4 Replies

  • Arissa_H's avatar
    Arissa_H
    Icon for Forum Team rankForum Team
    9 hours ago

    Hi Regentroad5 👋

    Thank you for posting and welcoming you back onto our Community Forum 😊

    As Adduxi has mentioned you can call our Retentions team.

    If you haven't already then you can reach out to us to see what we can do in terms of your package.

    Let us know if you need us to take a closer look.

    Thank you. 

    • regentroad5's avatar
      regentroad5
      Superfast
      7 hours ago

      Hi Arissa.

      Thank you for your reply.

      By retentions do you mean phoning the VM number 150 followed by pushing 1, 4 and 4 on the buttons?

      This is generally my first act when re-negotiation of contract time comes around.

      Generally, it hasn't proved very satisfactory and I've been forced to put in my cancellation.

      Therefore, your offer to take a closer look and see what you can do in terms of my package is much appreciated.

      Thank you.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        4 hours ago

        Thanks for coming back to us, regentroad5. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
        Kind Regards,
        Steven_L

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 hours ago

    You can always call Retentions just before your 30 day cancellation period starts.  Make sure you have all the prices from competitors.  It will give you better leverage.  I was a long time customer but have since left twice, gone elsewhere, and come back again when the price was right.  I used to think long time loyalty counted for something, but now I vote with my wallet.  Don't hesitate to leave, there are other options.