Why did this happen

For just £32 per month on a 24-month contract, you’ll receive 132Mbps internet, with 100
+ TV channels and Weekend Chatter landline services. This package is also suitable based on your
account usage.

1 Week later..

For just £47.00 per month on a 24-month contract, you’ll receive M125 Mbps internet speed,
Mixit TV and Weekend Chatter. This package is also suitable based on your account usage.

Unfortunately this is our best price we can offer

The first offer is no longer available.

newapollo
31 days ago
I'm coming towards the end of my current discounted minimum term contract and have been offered differing prices when logged into My Virgin Media. They do vary on a day to day basis and mine have varied between £10 less than I'm currently paying (2 days ago) to £8 a month more than my current tarif. Checking today and I no longer have any reduced offers showing, just an offer to upgrade my package, and when I click on that I'm offered a messenger chat with an agent.
VM's actual prices can vary on a day to day basis, and agent to agent basis. I know it sounds odd, but agents are given a set amount of allowances to offer at varying price points. If they have used up their quota of lowest prices for the day or week, then they couldn't offer say the Mega Volt bundle for £100, but if the next agent hadn't reached their quota then they would be able to offer that price point. It's also possible that one of the retention teams may be "trialling" a price point not available to other teams.
To be honest if you are fairly happy with a quoted price whilst on the phone with the agent (or need to confirm it first with say your partner) or one that you've seen online then accept it as it probably won't be available again. You can then take advantage of the 14 day distance selling window should you change your mind and wish to reject that offer. You would then go back to your original pricing, even if it was the out of contract price, and package (or nearest equivalent) and then have the option of either cancelling or renegotiating.
The best offers are generally available when you are within 30 days of your current minimum term/discounted pricing ending, or when you've actually given notice to cancel your account.

11 Replies

newapollo
Very Insightful Person
31 days ago
I'm coming towards the end of my current discounted minimum term contract and have been offered differing prices when logged into My Virgin Media. They do vary on a day to day basis and mine have varied between £10 less than I'm currently paying (2 days ago) to £8 a month more than my current tarif. Checking today and I no longer have any reduced offers showing, just an offer to upgrade my package, and when I click on that I'm offered a messenger chat with an agent.
VM's actual prices can vary on a day to day basis, and agent to agent basis. I know it sounds odd, but agents are given a set amount of allowances to offer at varying price points. If they have used up their quota of lowest prices for the day or week, then they couldn't offer say the Mega Volt bundle for £100, but if the next agent hadn't reached their quota then they would be able to offer that price point. It's also possible that one of the retention teams may be "trialling" a price point not available to other teams.
To be honest if you are fairly happy with a quoted price whilst on the phone with the agent (or need to confirm it first with say your partner) or one that you've seen online then accept it as it probably won't be available again. You can then take advantage of the 14 day distance selling window should you change your mind and wish to reject that offer. You would then go back to your original pricing, even if it was the out of contract price, and package (or nearest equivalent) and then have the option of either cancelling or renegotiating.
The best offers are generally available when you are within 30 days of your current minimum term/discounted pricing ending, or when you've actually given notice to cancel your account.
CloudRed
Tuning in
31 days ago
Hi newapollo
Thanks. Yeah, I guess I should of taken the origianl offer but wanted to see what price they could come down too taking in the price increase in April. My hours were cut at work and struggling bringing up my daughter on my own with wages and a bit of universal credit.
I did actualy go through with leaving after the first chat as I thought they may be able to match another provider after cashback but they couldnt Just a little supprised that today their best price is £15pm more expensive.
My end date is 10th October Do you think it's worth calling again or just move on. Thanks for your reply.
- Cardiffman282
  Community elder
  31 days ago
  Re Universal Credit see if you can get these deals
  https://www.virginmedia.com/broadband/low-income-families
- newapollo
  Very Insightful Person
  31 days ago
  The prices do vary all the time and you might get a better offer, however if you aren't bothered about a landline then seeing as your claiming Universal Credit it's worth certainly worth looking at VM's < Social Tarif broadband> especially the one I've highlighted in bold
  Essential Broadband is £12.50 a month for a 15Mbps connection.
  Essential Broadband Plus is £20.00 a month for a 54Mbps connection
  Essential Broadband Plus with Flex is £20.00 a month for a 54Mbps connection with a one of set up fee which is currently £10 for the Flex TV box which provides over 150 TV channels.
  Here's a link to the <flex tv channels>
  If your already in a contract with VM they swap you over to one of the Essential broadband packages straight away and you won’t have to pay any fees or extra charges. Go to live chat using the above linked Social Tarif page for more details. You can cancel the social tariff broadband at any time, with no exit fee.
  If you transfer to an Essential broadband plan, your price won’t change whilst you are receiving any of the following Benefits :- Universal Credit, Pension Credit, Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance.
- Steven_L
  Forum Team
  30 days ago
  Hello CloudRed,
  
  Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your arranging a new package.
  
  We're not able to look into this from here on the forums. To have your package reviewed, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 opt 1, 4 and 4 again, this will get you through to the contracts team, who will be able to look into this further for you.
  
  Kind Regards,
  
  Steven_L
CloudRed
Tuning in
31 days ago
Thank you both. I didn't know about that tarrif. I'll have a look tomorrow.
Thanks again.
CloudRed
Tuning in
30 days ago
Update. I thought I'd try one more time. I called them and went through to a retensions call centre. After 5 minutes or so the guy said the best they could do was £47. However he transferred the call to somewhere else and I spoke to a lady that was able to bring the price down a small amount, but not really enough.

She then said that she was looking at another thing or system or something and to give her a minute. The outcome was that she was able to get the contract down to £32 which I have now accepted.

I was happy that she was understanding and was doing her best to get the best price she could for me. So, much appreciation to her.

Thank you all for the help.
- Martin_N
  Forum Team
  30 days ago
  We're glad to hear you were able to get that sorted for you
  
  ^Martin
- newapollo
  Very Insightful Person
  30 days ago
  Thanks for updating the thread. pleased to see that you managed to get the price you were seeking originally. If you do have difficulties with this just holler again.
  I hope things take an upward spiral for you going forward. Stay safe and take care.
CloudRed
Tuning in
30 days ago
Thank you!!

Forum Discussion

Why did this happen