Forum Discussion

Hayze's avatar
Hayze
Dialled in
2 months ago

UK RETENTIONS

Hi,

Can anyone tell me if there if a UK based call centre please?

My contract is up on 20th October and I have tried to speak to various people both online (far, far too slow to respond) and by phoning 150 and choosing the cancellation option. Unfortunately the communication hasn't been so great with the foreign call centres, resulting in both of us having to repeat ourselves several times each time we both speak.

I simply cannot afford to pay the price increase when my contract expires. I am willing to negotiate on reducing some of my services to get a price that I can afford but trying to deal with the foreign call centres is stressing me out due to the above.

Otherwise, I'm off to BT.

Many Thanks.

13 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi Hayze,

    There isn't a direct line to UK call centre staff.  All calls go through the same IVR system which directs the call to the first available agent.

    You may have a better chance of speaking to a member from the UK teams if you try calling around 8am when lines first open.

    You should select options 1, 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)

    • Hayze's avatar
      Hayze
      Dialled in
      2 months ago

      Hi newapollo

      Thanks for your reply.

      I've been selecting the options above and speaking to the retentions team but as I said, there is clearly a language barrier which is making it extremely difficult to negotiate a different package and it's very time consuming and frustrating so unless I can manage to get through to someone from the UK I've no option but to cancel before the price increases as I cannot afford the increase to my current package.

      I will take your advice and try calling first thing in the morning.

      Thanks

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Hayze, 

        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 thinking of leaving us. As mentioned by newapollo, there isn't a direct line to the UK team. The IVR will automatically redirect you to the next available agent. 

        We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade! In order to do that 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. :)

        Many thanks, 

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    2 months ago

    Just hang up , and try another day, if the call sounds from the like it's from other side of the world. If it sounds Scottish you're in ! 😉

    • Hayze's avatar
      Hayze
      Dialled in
      2 months ago

      Been doing that mate, no luck.

      I would love to get someone Scottish as being Scottish myself, there would be no language barriers.

  • 1701-e's avatar
    1701-e
    Fibre optic
    2 months ago

    When you've had your final offer, tell them its no good and you want to cancel and give notice.  Then you'll get a UK centre.  I actually got a reduction recently this way.... No loss of services other than Netflix going to advert tier but for what I'm paying it's a bargain.   

    • unisoft's avatar
      unisoft
      Super solver
      2 months ago

      No, you don't always get a UK centre even if asking to leave. Mine was processed offshore (hissy line and heavy non-UK accent). That USED to be the "norm" though.

      Also, if you have used retentions previously, VM may or may not contact you in your 30 days. I was contacted by SMS 48 hours before actual termination but i was away from home. It was a deal for £17 (I suspect it was only M125 for that price), I rang in but nobody could process it, so I just left my active install order with Sky/BT to go ahead and bailed out.

      • Hayze's avatar
        Hayze
        Dialled in
        2 months ago

        Yeah, that’s happened to me a few times over the years. I’ve told virgin Media that if they wait until the last minute to offer me a decent deal then it will be too late as I’ve already signed a contract with another provider so they lost me as a customer.

  • unisoft's avatar
    unisoft
    Super solver
    2 months ago

    I had a Scottish guy in retentions once, absolute gem of an employee for VM. He actually listened to why I didn't think my package was working in terms of value, and changed it and gave a great package price at the time. Also had a decent normal human conversation, rather than trying to work out what they were saying or being bounced around different people.

    I suspect this guy didn't fit in and has left now, I've had some pretty abrupt and couldn't care less attitude with retentions over the years but this one guy stood out, and another time there was a woman who was just as good.

    The last time I used retentions however, (offshore) caused me to actually leave due to attitude and transferring of calls and repetition of security each time and they didn't want to believe I would cancel. I only came back 8/9 months later because the Black Friday Deal + PerksAtWork discount was best price for GIG1 ever.

    • Hayze's avatar
      Hayze
      Dialled in
      2 months ago

      Yeah, I’m thinking of getting a monthly rolling broadband contract when my virgin media deal ends on 20th October and then waiting until the providers bring out their Black Friday deals.

  • VMus3r's avatar
    VMus3r
    On our wavelength
    2 months ago

    If you ring up and say you want to cancel, keep telling each call centre operative you want to cancel.  Eventually you get through to someone who will give you an option.

    Best to see what deals you can get with other companies first, they might match it.

    Martin Lewis's Money Saving website usually sign posts good Internet deals.

    Good luck. 🍀