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sounds's avatar
sounds
Up to speed
10 months ago
Solved

Odd rise in Monthly bill and end of contract email

I am now within 30 days of end of my contract ending and am keenly awaiting an email I was promised 2 months ago when I was sent an email by VM in error with a link to a webpage that didnt exist offering me renewal offers as my contract was supposedly ending - however it wasn't, hence the error so am keenly waiting as promised in the apology for a renewal offer which I am yet to receive*.

However more concerning and immediate, my July bill last one on my contract seems to have increased by £20.62 a month, are you able to tell me why? Surely nothing should have risen mid contract apart from the annual rise? Not sure if the billing month is different to my contract?

*really want to see some offers by email as tired of spending hours on the phone/WhatsApp and people telling me I need to pay a lot more not less or the same unti finally getting someone who knows what they are doing.

Thanks in advance

 

  • goslow's avatar
    goslow
    10 months ago

    I believe there was a recent occasion when VM sent out renewal letters too early.

    What time period does the increased bill cover? VM sends out the bill in advance before the direct debit is taken. Does the billing period cross over your end of minimum term date (either in part or in full) in which case your price will be higher?

    You will not get a decent offer from VM as part of a generic renewal offer.

    VM wants to maximise the price it takes from each and every customer (either by upselling and/or hard negotiation). It has often been shown on here in the past that customers with the exact same package can be paying wildly different prices. What you pay can heavily depend on how good you are at negotiating.

    Recent topics on here suggest that the best prices are only coming in once a cancellation has gone in. There is no guarantee though that you will get a retentions call back so, if you do put a cancellation in you should be prepared to follow through and leave if VM does not come back with a decent offer. Having marketing options turned on in My Virgin Media is advised to allow the call to take place.

    Try some of the suggestions below on the business of renewing from Andrew-G

    https://community.virginmedia.com/t5/Forum-Archive/Why-oh-why-does-loyalty-get-punished/m-p/5226917#M218699

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  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    I believe there was a recent occasion when VM sent out renewal letters too early.

    What time period does the increased bill cover? VM sends out the bill in advance before the direct debit is taken. Does the billing period cross over your end of minimum term date (either in part or in full) in which case your price will be higher?

    You will not get a decent offer from VM as part of a generic renewal offer.

    VM wants to maximise the price it takes from each and every customer (either by upselling and/or hard negotiation). It has often been shown on here in the past that customers with the exact same package can be paying wildly different prices. What you pay can heavily depend on how good you are at negotiating.

    Recent topics on here suggest that the best prices are only coming in once a cancellation has gone in. There is no guarantee though that you will get a retentions call back so, if you do put a cancellation in you should be prepared to follow through and leave if VM does not come back with a decent offer. Having marketing options turned on in My Virgin Media is advised to allow the call to take place.

    Try some of the suggestions below on the business of renewing from Andrew-G

    https://community.virginmedia.com/t5/Forum-Archive/Why-oh-why-does-loyalty-get-punished/m-p/5226917#M218699

    • sounds's avatar
      sounds
      Up to speed
      10 months ago

      Hi thanks for that, I'm quite a veteran of calling up and haggling although I normally get a decent deal its just the hassle of an hour on the phone talking to different people that annoys me and I thought that as I'd never had the pleasure of an "offer" email that they might be doing something good for a change. I've even gone as far as the CEO.

      I'm also with O2 and they gave me a great renewal offer better than my current deal.

      Anyhow I worked out in the end the price rise was to do with the dates in my contract and the billing day. I had three conversations on Chat  one offered me a renewal for £169 a month more than the £143 my out of contract price goes to and then an astounding £189 a month. Finally I spoke to someone in the UK and I'm basically paying what i pay now.

      Why dont they just make it easy on themselves and the customer and just do good deals straight off the bat! I get it you have introductory prices and they go up out of that offer period but why employee people who are of no-help whatsoever. This is the second time in a row the exact same thing to a tee has happened.  Save the money on the staff and give customers a better deal. I hasten to add that on both these occasions in 2022 and now the really bad offers came from employees of an overseas call centres. Yes I have reported it.