Forum Discussion

Mounters76's avatar
Mounters76
Joining in
12 days ago

Ridiculous renewal offers

My current contract is due to come to an end, whereby the new price is more than double what I am paying now.

I have just spoken with customer services who have offered me a slightly better price, but still a lot more than what I want to be paying. 

The issue I have is that I initially took out a broadband only package, but about a month into the contract I received a call offering me faster broadband, tv and landlines for only a few pound more. An offer that seemed silly to turn down.

Ultimately we have never used the landlines, and o ly used the TV package a handful of times in the first few weeks, and given the increase in price I have asked to go back to a broadband only package.

The response I received was that they could put me onto a rolling monthly package for more than double what I am paying now, and also more than the new package price. Obviously rolling packages are more expensive as you have the luxury of not being tied in.

When asked if I could have a new 18 month contract, I was told there wasn't the option available.

Seems to me that Virgin are almost bullying you into what they want you to be on with minimal wiggle room.

Extremely frustrating... By all means have your deals for new customers, but give your existing customers some incentive to stay.

  • Molly_T's avatar
    Molly_T
    Forum Team
    12 days ago

    Hi Mounters76 👋 welcome back to the community! Thanks for posting. 

    Sorry to hear this feedback about your experience when looking at renewal options. 

    We don't generally offer support with package changes via this platform, as they are best done in real time and response times can vary here depending on operating hours and agent availability. 

    That being said, we recognise your frustration and it sounds like you have some dissatisfaction you are looking to raise about your experience, so I will send you a PM to help raise a complaint. Then we will have a formal record of your experience and feedback, and can look at resolution options with you. 

    You can find the PM in the top right corner of the page in your Inbox. ✉ We can return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

  • newapollo's avatar
    newapollo
    Very Insightful Person
    12 days ago

    Hi Mounters76 

    You should select options 1, 4 and 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should 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 ladnline in, but it comes in handy if you need to contact VM as it's a free call with you dial them using 150 from a VM landline.