Forum Discussion

Kirstyhel's avatar
Kirstyhel
Just joined
17 days ago

Price rise

I have been a virgin media customer for 15 years now, and have always have had the package price reduced by retentions.

my current contract is due to expire 3 feb 2025, which will see my package price more than double if I let it renew. Spoke with retentions yesterday evening and was given a reduced price but still higher than expected, I was advised I could removed certain things to potentially bring it down further if needed. I advised the agent I would have to discuss this with my husband and get back to them, he assured me the price that he quoted would be saved to my account and all I had to do was ring back to accept it. I have rang back today to be told the information given to me was inaccurate, I’d have to lose parts of my package, pay for Netflix separately and take on an O2 sim which I have no use for, and the price promised to me yesterday without all of this no longer stands and has gone up £20. When I questioned this I was told “I do things by the rules”.

the same package I have is available for new customers, at the price I’ve previously been paying. Where is the acknowledgment for loyal customers?.

don’t like to be hard sold into taking sims that sit in my draw and cost £20 plus on top of my virgin bill, or I cannot have the virgin package that I’ve had for 15 years, albeit at a hiked price.

Prices go up I get that, but the prices I’m being given are too much of a jump. And then to have to loose services to is ridiculous, is the only option to disconnect and return as a new customer, Or go elsewhere altogether, seems like the best option as I’m not getting anymore than a new customer so will not pay more than double.

  • You won't get new customer pricing. However your husband would. There are hassles involved in switching to your husband though such as having to return all existing kit, losing TV recordings and VM email addresses, a likely break in service etc. All that being said it might still be worth it. Also look at the competition of course. 

  • Hi Kirstyhel

    Thank you for your post, welcome to the Community Forums.

    We're sorry to hear you haven't had the best experience when speaking with our team about your package. Like all providers, we do offer introductory deals to all customers when they start their journey with us. It is made clear that once they have benefited from such a deal, their package will return to full price. However from there, we will do everything we can to offer the best existing deal. 

    We're afraid that we can't assist with package changes/upgrades/downgrades from here, but I've listed a few contact options for you below if you'd like us to perform another package review for you:

    Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
    WhatsApp: +44 7803 089 684