Forum Discussion

SannyBay4's avatar
SannyBay4
On our wavelength
2 months ago

Weird cancellation call

I've been with VM for over 20 years and am well used to the contract renewal merry-go-round. But this year's call was just odd - I've just rung them, through to 'thinking of leaving us' (UK call centre), said I wanted to cancel. The agent made no attempt whatsoever to give a price for my current package (which includes broadband, TV, Sky Sports, TNT Sports), offered me a rubbish broadband-only price instead and then proceeded to read out the cancellation script, including suggesting I just arranged services with a new provider and they'd contact VM on my behalf. Are they just letting customers leave these days? It felt like he wasn't interested in retaining me at all. Or have I got through to the wrong team? 

12 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    2 months ago

    There was a time not so long ago (and still the subject of one of Ofcom's longest running investigations) when VM customers had to fight tooth and nail to secure a cancellation. Progress in some respects I suppose. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Perhaps he is leaving VM himself and encouraging others to do the same? 

    • Cardiffman282's avatar
      Cardiffman282
      Community elder
      2 months ago

      Haha yes maybe a disgruntled agent facing reorganisation and banging through the cancellation scripts accordingly. 

  • SannyBay4's avatar
    SannyBay4
    On our wavelength
    2 months ago

    @jpeg1 ha! it sounded like that. I did wonder if I was supposed to go ahead with the cancellation in order to get transferred to the real retentions people - but on this occasion it felt like he was actually lining up the cancellation. Just without any attempt to keep me. (I promise I'm a nice customer - they're not trying to rid of me!)

  • SannyBay4's avatar
    SannyBay4
    On our wavelength
    2 months ago

    And just to confuse things more, it was followed up with an email claiming he had "resolved my complaint"! 

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

      Thanks for reaching out to out Community Forums SannyBay4, and welcome back!

      Sorry to hear of the poor customer experience when discussing your renewal, with a disconnection seemingly being the preferred choice of the agent.

      Sadly we're not able to alter packages on our Community Forums, but can advise that when customers are within a 30 day disconnection notice period, that they can be subjected to calls from our retentions team to see if any last ditch offers available are appealing enough to reverse the decision to disconnect the services.

      Alternatively, feel free to call our team on 0345 454 1111 or 150 to discuss any potential renewals available with our first line team and/or retentions agents.

      Thanks,

      David_Bn

      • SannyBay4's avatar
        SannyBay4
        On our wavelength
        2 months ago

        Thanks David, right now it feels as if VM don't want my business anymore, so I'm planning to ring up to confirm the cancellation. 

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

      Hi SannyBay4​ 

      Have you signed into My Virgin Media to see if there are any online deals available?

      When logged into MVM there may be a messenger link/box showing on the right hand side which you can use to chat to an online agent and negotiate a new deal. You should then be able to fine tune exactly what you want in your new package.

      You can also try the following cancellation page if you'd rather take that route.

      https://www.virginmedia.com/help/leaving 

      There may be a red coloured messenger icon (message us) on the right hand side of the screen, and clicking on it will open a pop up window, so ensure you have pop ups enabled in your browser. Then click on "Chat to us online".

      (The chat/messenger options won't work if the office is closed, so best to try during normal office hours)

      • SannyBay4's avatar
        SannyBay4
        On our wavelength
        2 months ago

        Thanks for your help. I've looked at their offers in My Virgin Media, but as usual they're based on locking at the higher price not the price I've actually been on for the last 18 months. I'm very familiar with the VM renewals process. Last time I was really happy with the package and price, this time they seem eager for me to leave! Maybe a second call will get a more helpful agent.