Forum Discussion

tibbyninja's avatar
tibbyninja
Just joined
10 months ago

Virgin Media Force me to cancel after 25 years!

After using Virgin Media for over 25 consecutive years (at multiple addresses), they've finally forced me to cancel by expecting me to stay with them by offering me a broadband deal that is 3x slower and £13 more expensive than their competitors are offering me.

I've been with them so long it's almost a sad day, but it's a no brainer considering the below:

  • Sky - 900mbit £42 per month
  • plusnet - 910mibt £44 per month
  • virgin media 25 year customer deal - 350mbit £55 per month
  • virgin media new customer - 1130mbit £45 per month

Virgin media's current existing customer deals are insanely uncompetitive, previously they've always got close enough to the competitors new customer deals to sway me to stay just to save the hassle, but surely they must be losing money hand over fist  with their current uncompetitive insulting approach.  Surely nobody will stay with them beyond their current contract now?!

In my opinion, when my contract ends I'm no longer a customer, so I should be eligible for the new customer deals.  I guess they're just happy to have people leave and hope they'll come back a few years later.

Decided on Plusnet as they had exceptional customer service when I called.

deals
  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    10 months ago

    Hey tibbyninja Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

    I'm so sorry to hear you feel this way about the renewal prices. 🧾
    Please note that these renewal prices are not the same as the new customer deals as they are introductory offers, everyone received them when they first join.

    May I ask if it was the retentions team you spoke with to see what offers you are eligible for?
    We don't want to see you leave at all 😢 Did you speak to them via inbound call centre or through the live chat team?

    Let us know.

    Kind regards,
    Ilyas. 

    • unisoft's avatar
      unisoft
      Knows their stuff
      10 months ago
      Ilyas_Y wrote:

      Hey tibbyninjaThanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

      I'm so sorry to hear you feel this way about the renewal prices. 🧾
      Please note that these renewal prices are not the same as the new customer deals as they are introductory offers, everyone received them when they first join.

      May I ask if it was the retentions team you spoke with to see what offers you are eligible for?
      We don't want to see you leave at all 😢 Did you speak to them via inbound call centre or through the live chat team?

      Let us know.

      Kind regards,
      Ilyas. 

      You can always find another supplier at new customer pricing outside of the Virgin Media ONLY network and most other companies have a much smaller out of contract price than VM does. I was quoted by VM £75.07 for 500mbps broadband out of contract, yet the list price out of contract is £73! Meanwhile the ALTNET in my area does symmetric 1gbps for £29.99 with no in contract price rises and BT Openreach based FTTP providers often have 500mbps on offer at £30 which goes up roughly a tenner outside of contract.

      I've never known the forums to be so full of people leaving before....I wonder what the quarterly report will say on customer churn....If the NexFibre figures are included though, it will just mask loss because of gains in new areas there where HFC did not exist.