Forum Discussion

dc_zz9's avatar
dc_zz9
Tuning in
2 months ago

Why is this such a chore?

Contract is ending.  Price going up massively (like 40%).

So I phone up.  I'm on the phone for almost an hour and got three insulting offers.   The third of which is a downgrade in speed (350 to 250) at £20 a month more than I've been paying.

I ask to cancel.

I get put through to Retentions where a guy gets it down to £15 more for a similar package that I'm on.  But not mentioning that it'll go up in April because of RPI.

So I continue the cancellation.

Tried the MVM website to see what offers I can get.  It doesn't show any and tells me to go via the chat bot.  I then get a guy that takes 30 mins to give me the same offers as the guy yesterday while using unprofessional language.

"I promise from the bottom of my heart that I'll try to find you the best deal"

Bottom of your heart?  Just give me a fair price.  I get that inflation is a thing but when new customers get to pay half of what I'm being offered and you don't need to send any new hardware, why am I having to waste hours of my life going through this dance?

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

    That's the way it is.  If you are not happy vote with your feet.  I have left VM twice for similar reasons, and come back as a "new user" albeit after several months.  If you do decide to cancel, you may or may not get an offer from Retentions, so it's a gamble.  Just make sure your marketing preferences allow VM to contact you by phone.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 months ago

    Hi dc_zz9, thank you for your post.

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    I can see you've spoken to the team again since you posted. Are you any further forward with this?

    Please pop back to us at your earliest convenience.

    Thank you for your support Adduxi 👍

    Regards,
    Daniel

    • Sandejo99's avatar
      Sandejo99
      On our wavelength
      2 months ago

      dc_zz9.   I've had 8 prices from them within 1 week of trying to renew a contract.  £60, £61, £63, £64, £65, £66, £72 and £74.  It's 'Dynamic Pricing' is what they said!!!!  I was also told their first few calls or chats with front line team that 'they didn't know what they were doing'  Quote from the Retention Team member!!   I called and spent 1hr 19mins to get a worse deal than was offered 2 days ago on Chat!!   Absolutely right - just give is a fair price!!  For me, the price rose through the discussions, and of course, they pressure you as will only give a price in the call and you have to accept it there and then.  I signed up - but will cancel with the 14-day cooling-off period. 

  • Sandejo99's avatar
    Sandejo99
    On our wavelength
    2 months ago

    dc_zz9.   I've had 8 prices from them within 1 week of trying to renew a contract.  £60, £61, £63, £64, £65, £66, £72 and £74.  It's 'Dynamic Pricing' is what they said!!!!  I was also told their first few calls or chats with front line team that 'they didn't know what they were doing'  Quote from the Retention Team member!!   I called and spent 1hr 19mins to get a worse deal than was offered 2 days ago on Chat!!   Absolutely right - just give is a fair price!!  For me, the price rose through the discussions, and of course, they pressure you as will only give a price in the call and you have to accept it there and then.  I signed up - but will cancel with the 14-day cooling-off period. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Sandejo99, 

      Thanks for posting on this thread. 

      I've just replied to your thread here: Contract renewal query

      Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

      Have a look at my reply on the other thread and stick with that one so we keep all the information in one place. 

      Thanks,