Forum Discussion

amonmi2's avatar
amonmi2
Joining in
4 months ago

Retentions experience question.

I got in touch with the retentions team to try get a deal after I cancelled my VM service.

The agent told me they couldn't do any lower on the speed I was already on, but if I went down to the M125, I could get it for 19 a month. A friend of mine on the same package said he only paid around 15, which I queried, I was told that due to ofcom regulations, they can't charge less than 19 now...which I find very odd.

Anyway, I was happy with the 19 price and asked to go ahead. He said he couldn't make changes to my account because I'm an XGSPON customer and that I'm on a new system. He said he would fill a form in for the back office to put things through.

Is this normal, has anyone had experiences similar or should I expect to have to call back again to try keep my services or is the back office putting rention deals through a thing?

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    4 months ago

    I can well believe that VM has separate billing systems for Xgs-pon connections. However the Ofcom minimum pricing thing sounds like cobblers to me. 

  • goslow's avatar
    goslow
    Alessandro Volta
    4 months ago

    All of the guff you were told by the sales agent was just entirely made up stuff. The next time you phone up, no one will have ever heard of the previous offers.

    The 'form for the back office' simply got you off the line and meant that you didn't cancel your account, so you continue paying your current rate to VM for a little bit longer, until the next time you phone in and try again.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    4 months ago

    Hey amonmi2, thank you for reaching out and a warm welcome to the community, I am so sorry to hear this.

    As you are a customer on XGSPON this may be the case.

    Did they give you a time / date they would reach out?