Forum Discussion

Initiale's avatar
Initiale
On our wavelength
3 months ago

Multiple renewal quotes - I gave up

I received a call from Virgin about my contract end so agreed to receive a quote the agent advised renewals were £198 then quoted a special price of £98.  Given our existing price and knowing that we would also see an increase in April. I passed and was then was disconnected whilst trying to cancel. I called back and spoke to Holly who was great but advised me the rate was £111. I said no thanks and was directed to another agent who first advised a rate around 188 and then offed £89 and then around £82 for 24 months which would increase in April. I will now just opt for this one touch end and take a Sky deal instead. We are waiting for better Internet locally but being locked in for 24 months at a cost of several hundred pounds more a year seems hard to justify. Especially with lack of real pricing clarity and an increase just months after taking a contact seems wrong. I can't see the justification of in excess of a 20% increase after 18 months.

Nothing is forever I guess.

account
cancellation

13 Replies

  • Initiale's avatar
    Initiale
    On our wavelength
    17 days ago

    No need to help I agreed a contract I used the link sent by sms after your colleague claimed she would call the following day but we still proceeded and then you charged £159 so we cancelled your colleague in the Philippines sorted it in short order. That's that basically. Openreach are building in our area so we will take a Sky Q then add broadband later in the meantime I will buy an extra mini. Someone called this morning but I can't see a value in a discussion after you have taken a more substantial amount as you are unlikely to refund this.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      17 days ago

      Glad to hear that our colleague has been able to sort this for you now. 

      Apologies for any stress this has caused you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • Initiale's avatar
    Initiale
    On our wavelength
    21 days ago

    I left today after receiving a quote that I accepted even when the agent claimed they would call me the next day, I still proceeded only to be charged £159 today. I may have been with Virgin i think well over 20 years but never mind. I may have to live a couple of months with basic month to month 5G on sim devices but soon there is the option of Openreach.

    Still the individual in the Philippines was quick to close things up.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      20 days ago

      Hi Initiale 👋 Welcome back to the community forum! Thanks for posting. 
      Sorry to hear about your recent experience with us! We do appreciate your many years of loyalty and would like to try and help resolve things for you. We just need a little extra clarity on what exactly happened that we can help with.

      Are you seeking a package that we were unable to provide? Is there some kind of billing concern we need to run through with you?

      If you can please give us a little more information about what's happened we can then do our best to help!

      Thank you for patience in the meantime! 🌞

       

      • Initiale's avatar
        Initiale
        On our wavelength
        20 days ago

        We agreed a price after multiple failures. Your colleague sent a sms we completed the link. Virgin then charged £159 and I cancelled following the excessive charge. Your colleagues in the Philippines cancelled us without fuss. Openreach are building Full Fiber to 1600 gb in our area so we will take a Sky Q box and use a couple of mobile WiFi devices in the meantime until we can choose a broadband supplier. Nothing to fix.  Loyalty means nothing.  Our money is good anywhere. 

  • Initiale's avatar
    Initiale
    On our wavelength
    3 months ago

    Thanks Steven I will leave it and take the Sky Deal I think it's actually over 3% more to stay. Just looking at one touch.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      3 months ago

      Hi Initiale, thank you for your response. We're sorry to hear you intend to leave us.

      If you have any further queries, please don't hesitate to contact us.

      Regards,
      Daniel

      • Initiale's avatar
        Initiale
        On our wavelength
        21 days ago

        I left today after receiving a quote that I accepted even when the agent claimed they would call me the next day, i still proceeded only to be charged £159 today. I may have been with Virgin i think well over 20 years but never mind. I may have to live a couple of months with basic month to month 5G on sim devices but soon there is the option of open reach.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello Initiale,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your renewal and the different prices offered. 

    As with all providers, we have introductory offers for new customers. At the start of all our customers' time with us, they'll have benefited from such deals. Once this expires, we'll always offer the best existing customer deal available. To have your package reviewed by our contracts team, if you haven't already, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 opt 1, 4 and 4 again, this will get you through to the contracts team who will be able to look into this further for you.

    Kind Regards,

    Steven_L

    • Robojam's avatar
      Robojam
      On our wavelength
      3 months ago

      Sometimes you just need to jump. I have also given my notice to cancel .. so far no attempt to keep me, and only 9 days to go :)... so its could be Sky for me too ... I hear that they are some of their services are flexible ... 31 days mini contract. Good luck 

      • Initiale's avatar
        Initiale
        On our wavelength
        3 months ago

        Thanks i am away but will do so on my return.