Forum Discussion

Dave6018's avatar
Dave6018
On our wavelength
2 years ago

Well after 7 years with virgin what have i learnt and now its time to say goodbye

So, after seven mostly excellent years with Virgin, I'm saying goodbye. While the Super Hubs leave much to be desired, thankfully my own router has done the trick. Downtime has been minimal, so you might wonder why I'm leaving. It boils down to Virgin Media's lack of appreciation for loyalty. Why should a long-term customer pay £30 more per month than a new one?

After nine calls from the retentions team (the first a decent discussion, the second clueless about my notes, and the third prompting a "please don't contact me" request), I reached out on social media. Their response? Block the number! So, I called to cancel, and they assured me "no further contact" would be noted. A few days later, someone called even though I was told I wouldnt be contacted almost convinced me to renew for 18 months, but their inability to email the offer raised red flags. Trust lost, I declined. Feb 19th marks my departure. I do not want to leave but I do not want to be held to ransom. 

loyalty
Retention
  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi Dave6018 

    Thanks for posting and welcome back to the community.

    As with all providers, we create introductory offers to new customers. At the start of all of our customer’s time with us they will have benefited from such a deal. Once this expires, we'll always do all we can to offer the best existing customer deal available.

    We also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any offers that may be of interest.
    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!

    I'll send you a PM though to ensure you're not contacted by the team as I am sorry that was not seemingly done.

  • LetMeCancel1's avatar
    LetMeCancel1
    Tuning in
    2 years ago

    Sounds like you managed to cancel easier than I did.  Hopefully the inevitable OfCom fine will make them look at their shocking processes 

    • Dave6018's avatar
      Dave6018
      On our wavelength
      2 years ago

      No problem canceling, but the number of calls I have had about the package is unreal. If someone from Virgin said we will renew on the same package and cost, then I'd renew in a heartbeat. But it's not okay saying we look after new customers but not existing ones. Yes, your services are good, but I am not paying £300 more than a new customer per year. Just remember 100% of £80 a month is better than 100% of nothing. Then pay TV companies wonder why piracy is rife. I can go on any Facebook site and buy a Firestick with all the content at a fraction of the cost!! I said I would never do this, but with the lack of loyalty Virgin has shown me, why shouldn't I? My router supports VPN. I am in a three 5G area, and my 5G is between 500-600Mb. The only reason I didn't was because I am an honest person, but where is that getting me?

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi Dave6018, 

        Thanks for coming back to us in the Community. 

        I can see you've already sent a private message to my colleague who is helping you to resolve this. 

        We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

        Thanks, 

  • Dave6018's avatar
    Dave6018
    On our wavelength
    2 years ago

    Well I had an phone call with the executive team and was promised a callback and so far nothing, so i guess i better start looking for a new provider 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi Dave6018 👋.

      Apologies you have not had your call back, there can be unforeseen circumstances that may delay any call backs. Can I ask the content of the discussion you was having with them to check up on any notes that may of been left by them.

      Sabrina

      • Dave6018's avatar
        Dave6018
        On our wavelength
        2 years ago

        Multiple calls by retention agents when told not to call. I was even told to block calls by the social team. He was looking at options for keeping me as a customer, but he is running out of time because I leave in two weeks and now need to sort out a new provider.