Really bad contract renewal experience
I’ve been out of contract for a while, the latest price increase has put me on an eye watering monthly package of £129 😱 that’s for 350Mbps and standard TV package (no extras). I took a look at off...
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Raise a formal complaint at this link:
https://my.virginmedia.com/my-cases/make-a-complaint
I also had a bad experience with offshore retentions. Constantly on hold, transferred randomly and then an attitude when I gave up and said to cancel everything. Signed up with someone else now after being a customer since 2007. About 11 days of notice period to go and then offski. The trouble for VM is delusion that they are better than they really are, and most areas are getting competition with better services like symmetric and cheaper and even UK support centres. And TV changes this year with FREELY televisions (the best of Freesat and Freeview basically over your broadband connection without aerials or dishes for free). Initially just HiSense and Vestel rebranded televisions for other brands, but soon to be expanded to other makes. If you have even FTTC and its a stable connection, and over 20mbps, it will be good enough for it.
I tried again, this time through the webchat, and it was a better experience, although still problematic.
First offer was same as I currently have for £79 a month, which was better but nowhere near the £68 a month VM are offering new customers with the 250mb and Sky cinema.
I declined the offer as I can get Sky Stream plus broadband not as fast but fast enough for our needs at half the cost.
They then jumped straight to 1000mb with Sky Cinema, Sky Sports, and Netflix all for £69 a month. Said yes to this straight away, but the contract paperwork came through with only 500mb on, tbh this is still more than we need but I highlighted the discrepancy, the response from the agent was “it was an error in our system, 500mb is what would be included”. So, annoyed that there was a difference between what they said and what the offer actually was, but at almost half the price for more than we currently have is a good outcome.
re your point about competition, absolutely! Community Fibre is rolling out across our city, by the time our next renewal is due Virgin will have to do something pretty spectacular to keep us as a customer!
