Forum Discussion

frustrated49's avatar
frustrated49
Joining in
2 days ago

Problems trying to speak to someone about changing package

My current package contract runs out at the end of January and the price hike is crazy. The kit I'm using is also old, so definitely not worth the price. My broadband isn't good enough for my needs either. 

I've tried to speak to someone about it and it is so difficult. Just trying to use the automated system is impossible. 

I eventually got through to someone, but I couldn't understand them and they couldn't understand me. I asked to cancel my contract and said I no longer wanted to be a virgin media customer.  

Why is it everything so difficult? I just wanted to speak to someone to see what was available to me.

cancellation
contract
incompetent
loyalty
retention deal
retentions team

5 Replies

  • frustrated49's avatar
    frustrated49
    Joining in
    2 days ago

    My current package contract runs out at the end of January and the price hike is crazy. The kit I'm using is also old, so definitely not worth the price. My broadband isn't good enough for my needs either.

    I've tried to speak to someone about it and it is so difficult. Just trying to use the automated system is impossible. 

    I eventually got through to someone, but I couldn't understand them and they couldn't understand me. I asked to cancel my contract and said I no longer wanted to be a virgin media customer.  

    Why is it everything so difficult? I just wanted to speak to someone to see what was available to me

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      19 hours ago

      Hi frustrated49 thanks for posting although we're sorry to hear of your concerns raised here.

      Please let me send you a PM so we can investigate what's happened and try to see what is available for you.

      Please expect the PM to arrive shortly and respond directly when you can!
      Many thanks

    • goslow's avatar
      goslow
      Alessandro Volta
      2 days ago
      frustrated49 wrote:

      My broadband isn't good enough for my needs either.

      What do you mean by the above? We see many topics on here where customers think (often having been convinced by a VM sales agent) that increasing broadband speed will solve a wireless issue or a broadband fault. In such cases, the only thing that increasing speeds will do is lock you in to another 24 month minimum term (while still having the pre-existing fault).

      If you are looking at renewing, do you have in mind what service(s) you want for the next renewal period?

      Have you checked out the prices of VM's competitors who can supply you so you know if any future deal VM might offer is any good or not?

      When you speak to VM's sales agents, they will relentlessly try to upsell more services and a bigger/more expensive package. Before enduring that, it is best to have all the above info at your finger tips so you are prepared in advance.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    If you want to end your contract you can't do so in a phone call. You will have to give 30 days notice, which will run a few days after the end of your current fixed period. The most certain way is by letter to CANCELLATION:VirginMedia,Sunderland,SR43 4AA

    Remember to include your account number, address, full name and phone number in your letter

    When they receive this you might get a phone call to offer a new deal which may or may not be suitable. Before that happens you should get quotes from other suppliers for comparison.

    • Darthvadar's avatar
      Darthvadar
      On our wavelength
      23 hours ago

      If you send a letter by recorded delivery to the Sunderland address, it will be signed for by someone or something called PARAGON, and chances are you will hear nothing back from VM at all.