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Kevor's avatar
Kevor
On our wavelength
3 months ago
Solved

Renewal / notice to leave

Afternoon everyone,

I contacted VM via the online chat this morning (as that seems to be their preferred method) because my 30 day notice period started today, as part of this I did expect to be offered some kind of renewal price. I started by explaining there had been a change in my circumstances but despite apparently spending quite a bit of time looking at my account no offer was forthcoming, no attempt was made to retain my custom and the operator seemed more than happy to process my departure.

It does seem a rather odd way to deal with existing customer's, have other people had the same experience?

K.

  • Adduxi's avatar
    Adduxi
    3 months ago

    That’s the luck of the draw really.  You may or may not get a call from Retentions before your contract ends with another offer.  However make sure you know all the other ISP offers you were looking at, so you have some leverage.  BTW anytime I’ve left, it was done via Recorded Delivery letter. 

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    That’s the luck of the draw really.  You may or may not get a call from Retentions before your contract ends with another offer.  However make sure you know all the other ISP offers you were looking at, so you have some leverage.  BTW anytime I’ve left, it was done via Recorded Delivery letter. 

    • Kevor's avatar
      Kevor
      On our wavelength
      2 months ago

      I eventually received some calls from a couple of different staff in what I presume was "retentions" and after a bit of discussion and patience I received a decent price for the services I wanted. So all is well until the next time.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 months ago

        Hi kevor 👋 Thanks for returning to the thread to keep us updated!

        Glad to hear you were able to find the deal you were looking for in the end! Wishing you all the best. 🌞

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    Hi Kevor,

    Did you try signing into https://www.virginmedia.com/my-virgin-media/  and clicking on "Upgrade package"? This may show you online offers currently available to yourself, or a link to a chat box to discuss a new package/contract.

    You should also try the phone method. When calling select options 1,4 and 4 which will put you through to retentions (thinking of leaving) They have better offers than the front line agents.  Although you might speak to a first line agent to begin with tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.  

    Do your homewqork first though and price up similair speeds/packages with other suppliers.

    Also do you have an O2 sim, or are thinking of taking out a new sim deal?  If so you may be able to increase your broadband speed to the next level by taking out a Volt deal.  This would also double your sim data on O2.

    It's sometimes cheaper to take out a landline and broadband package rather than a broadband only deal as VM give higher discounts if you add more components to your package. You don't have to plug the landline in, but it comes in handy if you need to contact VM as it's a free call if dial them using 150 from a VM landline.

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

      Thankyou newapollo, I did try that link which incidentally directs you to the online chat service (which I used) with the hint of perhaps obtaining a better deal, however in my case it ended with me giving notice to leave.

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

    Hello Kevor, 

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear that you weren't offered a new deal over the phone when speaking to the team. We wouldn't be able to help any further from as we're unable to look into new deals or renewals over the forums. When you last spoke to the team, did you call through on 

    150 from a Virgin Media landline or 0345 454 1111 opt 1, 4 and 4 again?

    Kind Regards,

    Steven_L

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

      Thankyou Steven_L,

      I didn't phone I used the online chat service which ended with me in this situation. 

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

        Thanks for coming back to us Kevor. We're unable to arrange any callbacks from here or look into any new deals or renewals. Please could you try to call into the team as they will be able to offer you the best deal available. 

        Kind Regards,

        Steven_L