Forum Discussion

guyvert1's avatar
guyvert1
Tuning in
20 days ago

Why do VM muck long term customers about so much ?

Been customer of VM for over 16yrs, the Broadband they offer, when working is great, hence long term customer.

However the games played at renewal time are a complete joke, 1000's of customers go through the same as me I suspect, surely this is not the best way to do things?

My contract ends on the 13th, the renewal price is 50% more, NO other company does this, not even insurance !!

I even tried speaking with retentions but the deals left a bad taste after checking what 'new' customers get, its simply crazy this has been going on for so long !

I'm now forced to consider moving to BT/SKY as I just don't think I can mentally deal with the utter BS that I'm forced to endure every 18months.

Thanks VM for your continued procrastination with long term customers.

 

 

 

  • Molly_T's avatar
    Molly_T
    Forum Team
    20 days ago

    Hi Guyvert1 👋 welcome back to the community forum! Thanks for posting. 

    Sorry to hear this feedback about your experience with package change options at the time of renewal. 
    It's true to say, we do have some introductory offers which are exclusive to new customers. But there should still be a range of great deals available for our existing customers! You can check out some offers tailored specifically for you via your My VM account 👉 virg.in/myVM . 

    We generally don't offer support with package changes via this platform, so you may wish to get back in touch with the team via Phone, or social media if you are looking to explore your options again. - Hope they are able to find something that best suits you!  📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia 

    If you need any additional information about leaving you can find this here 👉 https://www.virginmedia.com/help/leaving/ . Wishing you all the best! 🌞

    • arrgee1991's avatar
      arrgee1991
      Problem sorter
      19 days ago

      @Molly_T

      "There should still be a range of great deals available for our existing customers!"

      Like the £65/month offer I accepted and received a contract for only to be informed it would be £75/month.   

       

  • guyvert1's avatar
    guyvert1
    Tuning in
    19 days ago

    Molly, 

    Thanks for the info, however when is the last time you tried these methods, 99% of the time on phone or chat you wait hours and get passed around all diff. people all giving different prices, nothing is as it seems.

    I tried to get your so called 'great deal's and are met with https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion

    Which means all I get offered its to chat, so thats 20mins getting around bot who asks the same questions, 30mins if you're lucky to get an actual human, then told nothing they can do. Whatsapp msg's just dont work, no reply.

    Personally I do not want to do this time and time again, you know what I want, a fair deal,  you can give it to me, if you wanted to,  but you instead make me spend hours wasting time.

    I've now only got a few days left before my cancellation is final, I've had no one from VM contact me, obviously don't care.

    Its pretty shameful to be honest.

     

     

     

     

    • Robert_P's avatar
      Robert_P
      Forum Team
      19 days ago

      Our web chat, telephone team and messaging service is based on availability and can be difficult to get through on during busy periods, although we understand the frustration.

       

      If you wish to discuss packages you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. Usually during the 30 day cancellation period a member of our outbound team will contact you to make an offer, if you haven't received this it may be worth calling on the number above.

      • WelshGasman's avatar
        WelshGasman
        Superfast
        19 days ago

        I had an email offering to renew my contract for just a few quid more per month.?

        I accepted that, but then they processed that amount early?  :-(
        Still waiting to hear about that. :-(

  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    19 days ago

    I think it is for their amusement.  I renewed for £65 yet the order won't go through and now they want £75.  I only pay £42 currently.