Forum Discussion

duncs1's avatar
duncs1
Tuning in
23 days ago

Renewal...........

Made a couple of calls as I am due to renew the contract, I guess I should be used to 'doing this dance' every 18 months or so but this time it has become particularly tiresome. Points to note;

  1. Like a 40% increase
  2. Promised call backs which never happen
  3. The frustration of seeing New Customer discounts which are 'not available to existing customers' 
  4. Accept a lower level of service to maintain a similar cost having just been through the yearly price rise

On a positive note I left feedback and I did get a call to discuss trouble was I was out (it was a Friday night and I was in a restaurant) so I was promised a referral to the 'second team' which has not happened. 

I just wish the renewal process to be clear and transparent and not have to jump through hoops to stave off a 40% rise for a long standing customer. 

Is it just me or does the community suffer these problems?

Duncs

 

 

 

10 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    23 days ago

    40% rise for a long standing customer

    Are you comparing your discounted price with the full price?

    Edited to clarify: Your contract and each monthly bill, shows your undiscounted package price together with the expiry date and amounts, of your time-limited discounts.

    A fair comparison is therefore a proposed package price against current package price.

    • duncs1's avatar
      duncs1
      Tuning in
      23 days ago

      I guess I am, my recent price compared to what I was offered as an existing customer. 

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        23 days ago

        Hi duncs1,

        Thanks for your post and welcome to our community.

        We're sorry to hear you're unhappy with the renewal offers, and that you didn't receive the call back. 

        We don't ordinarily do package changes here on the forums. We can have a look for you, however to set expectations, we have the same offers available to us as the phone team. 

        Please kindly contact the team again if possible and they can transfer you to the second tier team as offered during your manager call back on Friday. 

        Please let us know how the call goes, and pop back to us should you like us to take a look at renewal deals here for you. 

  • duncs1's avatar
    duncs1
    Tuning in
    23 days ago

    Ok, 

    I understand I have had a discounted price for 17 months........ but from my perspective the comparison of existing (me 10 years plus) versus new customer is discounted towards the new customer. 

    So at the end of my discount period I am supposed to be happy with an increase of 40%, yeah right!

    My point is i just wish i did not have to go through this debate at the end of every contract period, I would like to think VM would be actively trying to maintain their loyal customer base with an attractive package and price rather than alienate it with a difficult renewal

    Duncs

  • philby2's avatar
    philby2
    Tuning in
    23 days ago

    Duncs,

    I've just had notification of my new package price too.  From from the end of this July it's a 55% increase, again for someone who has been a long standing customer!  I'm shocked and feeling pretty teed off to be honest.

    I'm thinking of just leaving  now as it was a long and excruciating experience the last time I renewed and I don't want to have to go through all that again.  Why cant' they just show some loyalty and offer reasonable renewal rates rather than these ridiculous increases?   

    Anyway best of luck with getting a decent and reasonably priced deal. 

    Phil

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      23 days ago

      Hi Phil,

      We're sorry to hear you're unhappy with the price. 

      You will likely have a promotional discount that is coming to an end, this is why the cost will increase at the end of that term. 

      Your contract email will show the price the service will increase to at the end of the term.

      Please do get in touch with the team and they can discuss what new offers we have available. Please call on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.

      You should also see some renewal offers when logging into your online account here if you'd prefer not to call. 

  • duncs1's avatar
    duncs1
    Tuning in
    23 days ago

    Hi All

    I have been in discussion with somebody from the second tier team who was very helpful and i am satisfied with the outcome. 

    As i said in my opening email i would much prefer not to go through this dance at every renewal time, my plee to VM is to look after your existing customers with a clear pricing strategy upon their renewal and life would be so much more easier for both parties, i cannot imagine a 40% or 50% increase goes down well with your customers when new customers get a healthy discount. 

    I hope this message lands with VM,  to those about to or are at renewal and are looking here for inspiration/help my lessons are:

    1. Be pleasant on the phone, no point getting annoyed they have a script they have to follow
    2. don't give up if you are happy with the service you can get a deal you are happy with
    3. Request a call with the second tier team, they seem to have the ability to do a deal
    4. As we are all aware prices across everything have gone up so do be prepared to face a potential increase, your 18/24 month old contract does not reflect the 2025 price
    5.  and good luck!

     

    Duncs

     

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        23 days ago

        Glad to hear that the team were able to offer you a suitable deal duncs1. 

        We always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.