Forum Discussion

jpennycook's avatar
jpennycook
Up to speed
22 days ago

Call centre staff and upgrades

I have had a number of missed calls from Virgin Media recently, but I answered the most recent one. They say they want to analyse my usage to offer me the best package for my needs, and said my area had recently been upgraded for Gigabit and that they recommend that for my single person household who doesn't game or watch streaming video much. Obviously they didn't mention the cost until I asked - they said it would be an extra £9 a month.

I get a discounted rate at the moment. I also know that Gigabit has been available un my area for some time. Looking at Think Broadband, Virgin Media are offering Gigabit in my area for about £5/month more than I am paying now.

Why would VM's call centre call me out of the blue to offer an upgrade I clearly don't need and for a much higher price than expected? And why would they say that Gigabit is a new service for my area?

call centre
sales

11 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    22 days ago

    Very simple ... "to offer an upgrade" ... to a new 18 - 24 month contract at higher price so the agent calling you scores a commission or meets their sales target.

  • goslow's avatar
    goslow
    Alessandro Volta
    22 days ago

    It's a simple case of 'upselling'!

    You are an existing customer, VM has your contact info so they have made a sales pitch in an attempt to extract more money from you and a new 24 month contract.

    Fortunately, you have realised that the offer is unlikely to be needed for your requirements.

    You can opt out of VM marketing via 'My Virgin Media'

  • jpennycook's avatar
    jpennycook
    Up to speed
    14 days ago

    It turns out that Virgin Media do not record the results of their calls - if you refuse to accept the upgrade, they keep ringing to try to wear down your resistance.

      • jpennycook's avatar
        jpennycook
        Up to speed
        11 days ago

        not yet, now up to the 6th call - they have clearly realised that I'm not interested because they're now using a different call centre number.  I'm going to have to remove myself from the marketing list again because Virgin Media's sales team are incompetent.  I'm also the sort of customer who hates talking to people on the phone and would be more likely to consider an upgrade if they emailed me about it, but there's no option to disable just phone calls.

         

        Having said that, I can half my costs once 5G mobile coverage has improved.