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j4mbo's avatar
j4mbo
On our wavelength
25 days ago
Solved

Renewal merry go round starting again....

Afternoon All, my current contract is up on 8th of June and I want to be in a position to cancel and go on that date (30 days notice) if not satisfied with negotiations. I'm happyish with what I currently pay but don't want to pay that for a reduced service  Currently paying £107 after recent rise, but proposed increase is up to £206. Been a customer for well over 20 years so know that if I negotiate I'll get a reduction on that amount, but what can I expect these days? I've premier sports, NETFLIX and TNT as discounted add on at the moment. What's the current script with that?

I've read that some accounts have a proposed upgrade / renewal offer from within the account screen but there's nothing within our account screen. Any tips / tricks that work currently as I've seen some horror stories with the bot chat etc. We used to just phone up and chat but that is getting more difficult to talk to someone who is willing to negotiate and not work from a script with no actual leeway in their gift.

 

  • Kath_P's avatar
    Kath_P
    24 days ago

    Hi j4mbo, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues speaking with the team to discuss your contract renewal.

    This is something we can certainly check for you but you should be aware that Netflix Standard is no longer offered in any of our packages. We do have packages that include Netflix Standard with Ads, and you do have the ability to upgrade to Standard if you want to, however this would come at an additional cost on top of your monthly service charge.

    In order to have a look at things, I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

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  • goslow's avatar
    goslow
    Alessandro Volta
    25 days ago

    Usual pattern of topics which make their way onto here from annoyed long time customers at renewal seem to be along the lines of ...

    • Phone up, speak to a first line agent and get a ridiculously high renewal offer.
    • Ask to cancel and maybe get through to a second line agent (or possibly get cut off)
    • A better offer may come through at this point
    • If no better off is forthcoming, put in a cancellation
    • The cancellation may result in a better final offer or the customer leaves.

     

    The above is subject to the random outcomes by which VM runs its business as a decent offer (or not) can depend on a whole bunch of ever-changing variables such as the agent you speak to, time of day you call etc. etc.

    We have seen regular topics on here where agents try to throw down a roadblock of saying you have to give exactly 30 days notice to cancel (you can actually give up to 60 days notice).

    Usual advice on here is to do your research into other providers/prices first of all so you are armed with that info when you call as any VM offer you do get may only last as long as the phone call and no longer be there if you decide to wait and call back.

    Ideally try to record any calls yourself and/or keep a download of any chat logs etc. just in case some VM 'confusion' creeps in and what comes through in the offer is not what you discussed and agreed with the agent.

    • j4mbo's avatar
      j4mbo
      On our wavelength
      24 days ago

      Yeah. Thanks for the response. Any idea when these renewal offers appear in your account? Are they inside or outside the 30 day period b4 your contract is increased? 

      • goslow's avatar
        goslow
        Alessandro Volta
        24 days ago

        Unfortunately, I do not know the answer to that but getting a renewal offer direct from VM in that way is unlikely to be weighted in your favour, more likely in favour of VM.

        If you do get one, beware of offers which state 'keep everything the same' (or similar) as VM has redefined the meaning of the the word 'same' in many past topics on here and customers have found key components downgraded or removed (often to do with Netflix and TNT Sports and other add-ons).

        Read through the many other recent similar topics on here and see what others have experienced and you will get a good idea of how VM is behaving during renewals at the moment.

        Unfortunately, the most likely time to get a suitable deal is very close to your last 30 days and by phoning up and being ready to haggle. Go in armed with info from your alternative competitors to VM and be genuinely prepared to walk away if VM does not come up with a suitable package/price to compete.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    24 days ago

    Hi j4mbo, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues speaking with the team to discuss your contract renewal.

    This is something we can certainly check for you but you should be aware that Netflix Standard is no longer offered in any of our packages. We do have packages that include Netflix Standard with Ads, and you do have the ability to upgrade to Standard if you want to, however this would come at an additional cost on top of your monthly service charge.

    In order to have a look at things, I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)