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Shanda's avatar
Shanda
Tuning in
9 days ago

Bad customer retention service

I have been a loyal Vin Media customer for over 30 years, using both their broadband and telephone line services. With my current contract ending on 5th May, I was shocked to find that the renewal price had more than doubled.

So, I called their customer service and retention team to try and discuss a better deal. Unfortunately, the conversation was quite frustrating....I struggled to understand the call handler due to a very strong accent, and as we spoke, the offer I was given actually increased mid-conversation, which was very disappointing.

Also, VM is now charging £10 just to keep the landline, whereas other providers like Vodafone and Sky are including it for free. As far as I can tell, no other major provider is charging for this.

I am seriously considering switching, possibly through USWITCH, which looks like a straightforward process.

Has anyone else had similar issues with VM? And for those who have switched, is Vodafone or Sky a better option in terms of service and reliability?

Any help, experiences, or advice would be very much appreciated!

4 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 days ago

    Agree with goslow​ , I was a very long time NTL/VM user, but have since left twice over pricing reasons.  Loyalty is now not a reason to stay, and I now move around ISP's to suit me.

    However, if you do leave note your mailbox only has 90 days after you leave before it is purged.  So get your email sorted soonest and move to a non ISP tied service, e.g. Outlook, GMail etc.

    Also, if your landline is important, move it to a VoIP supplier.  This means, again you are free to move ISP as it's not tied to them.  As long as you have Broadband you can use your VoIP service.  In fact some of the VoIP services can be used on a mobile phone, so your "landline" goes with you everywhere. 

  • JezBee2's avatar
    JezBee2
    Just joined
    4 days ago

    I am inclined to agree. I have been with Virgin for 20 years and the service has got worse and worse. Definitely vote with your feet - I won't be far behind you!

  • Alby41's avatar
    Alby41
    Superfast
    10 hours ago

    I cannot wait to leave after being shafted on my latest contract with Virgin media ... trouble is cancelling my contract going to be expensive over £600 at least .. I checked .. now it all depends on what you are going to replace it with .. and is the Openreach fibre empire near you ?.. hey if not wireless WIFI all is possible .. I have to bite the bullet in my case ..good luck if you are not in cotract .. I would be packing my bags and saying adios to VM .. wise to do so