Forum Discussion

SimpleComplaint's avatar
SimpleComplaint
Joining in
2 years ago

The Renewal Offer Is Terrible

Hello

My M125 package just went out of contract and my renewal offer is £43.
Why is this so much more expensive than the new customer price of £26.50?
The difference is frankly insulting.

I was considering upgrading to Gig1 which is £45 for new customers.
The upgrade price for me was £85, which is also completely disgusting.

I would happily renew on Gig1 at £45 for 48 months, but you dont seem to want to reward loyalty.

Virgin Media:
Please can you state in clear and simple terms why you cannot offer competitive renewal contracts for loyal customers?


  • carl_pearce's avatar
    carl_pearce
    Superstar
    2 years ago

    New customer prices are just that.

    They are designed to entice users into a contract where VM hope that existing customers will continue to use their services.

    There is no loyalty involved.

    Having said that I renewed for £50/month on Gig1.

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi SimpleComplaint 👋 Welcome to the community! Thank you for posting. 

    Sorry to hear this feedback regarding renewal offers currently available to you. 

    We have some introductory offers which are exclusive to new customers - all of our customers benefit from one of these when first joining our services. 

    We also run some other offers throughout the year which are time limited, or based on promotions. You can shop existing customer offers here 👉 virg.in/existing or via your My VM account 👉 virg.in/myVM

    When contacting us to discuss available contract options, we will always build and offer the best possible price at the time to you to consider.

    It's also worth noting that some of our best available deals are VOLT deals - which include an O2 SIM or linking an O2 SIM account. You can read more about these here 👉 How to get Volt benefits | Help with Volt from Virgin Media O2 | O2 . 

    We don't generally offer support with package changes via the community forum as these are best done in real time, but if you are looking to raise a complaint with feedback regarding your experience we can certainly help with this. I will pop you a PM to offer some support if needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞