Forum Discussion

Ezzy's avatar
Ezzy
Dialled in
17 days ago

Why does VM hate loyal customers?

I was wondering if someone behind the scenes could actually quantify this for all of us wondering?

I've been with VM since 2010 and consistently had the top-tier packages. Yet every single time it's time to renew, they offer me double what everyone else is paying?

Now they've taken to sending emails showcasing me "here's what you'd pay if you were a new customer" and then "here's your renewal" at twice the cost. Top that off with their system refusing to connect me via Whatsapp, and being on hold with them for several hours at a time for several days.

After checking the VM subreddit, there are plenty of deals to be had but after hours on the phone with three different advisors, who all told me the price would be MORE than the previous (how does that even work???) the final one spent 30 mins breathing down the phone and chomping away only to say "we'll send you some offers by email in the next 5 days".

The email then said "click here for your personalised offer"...there was no button to click.

It's enough to drive anyone mad.

  • Ezzy's avatar
    Ezzy
    Dialled in
    17 days ago

    Finally got through to someone.

    Bear in mind...I've been with VM since 2010.

    Mega TV - TV360 - Weekend Chatter - Gig1

    £98 (plus price rises)

    This was apparently Tier 2 Retentions.

    Absolute jokers.

    • bluetac's avatar
      bluetac
      Dialled in
      17 days ago

      So did you get the price down, I am in the same boat, and I am looking to drop this and get the wife to take out a connection in her name at a third of the cost and 2.5 times the speed!

      • Ezzy's avatar
        Ezzy
        Dialled in
        17 days ago

        Above it the renewal I know someone else has had.

        As for mine. Its about a fiver less than what I've been offered earlier last week. And the Sky Sports is in SD 😂

        I'm gonna ring Sky tomorrow and switch to them. I've had it with VM. The only option is to keep switching between Sky and VM every contract. Other than that they're more than happy to mug you off.

        If that was the case for everyone I'd have no issue with it. But knowing that others are being offered so much better (and they're not new customers) it's just a bit of a kick in the knackers.

  • neil100's avatar
    neil100
    On our wavelength
    16 days ago

    I had a similar thing happen to me last year , I made around 6 phone calls and spent many hours on the phone . Having been with virgin from the word go , customer loyalty does not mean a thing . So in the end I told the lady at the off shore call centre to cancel my account because it had already run over contract time . The lady was very polite and sorted me a bundle and cell phone contract what I was very pleased with and took the offer . But I have already had email saying in October my bill is going to be well over a hundred pounds more than i'm paying now . CityFiber's already put cable and junctions to every house in our close . So if I have to go through this again , I will jump ship . 

    Like

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    15 days ago

    Hi Ezzy,

    Thank you for joining me in a private chat, really glad I was able to help, it was a pleasure, if you do have any further issues or even a question then please reach back out.

    Regards

    Paul.