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Hobnob78's avatar
Hobnob78
Tuning in
9 months ago
Solved

Contract renewal 2024

Hi,

im not sure if anyone can help, but I’m just after a bit of advice / guidance really.

i have been with VM for just under 4 years, using for broadband only.  I’m currently on the 1 gig plan and my contract is due for renewal in Aug.  I have received my renewal offer email and this is slightly more than I am currently paying. 
I tried on several occasions to use the online chat system to see if any deals available, but got disconnected on both tries after a lengthy process of transferring and waiting.  So I tried ringing the 0345 454 1111 number and got through to retention’s and a very unhelpful gentleman.

Ive broken down below the info I have on prices etc;

curreently paying 46.24

Renewal email offer 48.24

Retentions phone call offer 62.00

New customers are being offered the same package for 40,00 or 39.99 with an o2 sim.

sky are offering a similar speed (900mb) for 43.00

I raised a complaint after the call, as I found the agent to be belittling and at times condescending, but this doesn’t appear to be very helpful either. VM emailed this in reply, “unfortunately, we will not be able to offer the same package as the new customer because they get a promotional discount at the point of joining Virgin Media, as you would have gotten while joining us and post that it will be a standard discount for the customers”.  Although I understand this principle, it doesn’t really give the impression that VM have any interest in retaining customers or appreciate loyalty.

What should I do?  Leave and rejoin in 18 months?

Take the slightly higher renewal offer and then another price increase in April?

I normally would cancel and move to another supplier, but due to a family members current health condition, I really can’t risk being without any service during switch over and could do without the hassle at the moment to be honest.

sorry for moaning, any help very much appreciated.

thanks 

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  • goslow's avatar
    goslow
    9 months ago

    Good suggestions/options from WookieeM.

    Lots of recent topics on here recount the same story with a ridiculous take-it-or-leave-it renewal price when phoning in to renew.

    Cancelling seems to be the route to bring a better renewal offer but there is never any guarantee VM will call back. Having marketing options on in My VM is required for such a call.

    For any switch of provider, the ideal method is to overlap two services if feasible/affordable for you.

    You will get a new independent connection from Sky so you can run Sky alongside VM and compare the two. Sky may not be immune from possible installation delays or problems so you have a backup while keeping VM going. You can evaluate Sky in your 14 days cooling off period and still have the fall-back of VM if Sky turns out not to suit. Cancel VM once you are happy the new Sky connection will work for you.

6 Replies

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  • WookieeM's avatar
    WookieeM
    On our wavelength
    9 months ago

    I also have the renewal offer. 

    1gig for £46, currently paying £38. I went though the cancel contract joy 18 months ago too, retentions rang me back after I cancelled to offer me a better deal. Canceled Fri they rang back Mon from memory.

    Options -

    1 Move providers, if you can cope with the 'hassle'

    2 Haggle / Cancel - And hope retentions ring back after a couple of days if you have to follow through and cancel. 

    3 Renew and pay up (Hard option as Sky cheaper)

    If you can afford an overlap to avoid no service risk swap providers with a few weeks overlap where you have both services.

    If you dont have time and given your personal circumstances, maybee renew this time and plan to move when times are better. Focus on whats important, yes its a few £ more, but the time effort and stress of haggle / cancel / move may be too much - Only you can decide if its 'worth it'

    Hope my ramblings help in some way.

    So what I am doing....

    I may move house soon, so I will cancel, was going to move to PlusNet 900.

    I am buying a Smarty Mobile unlimited SIM only for £20 a month and a cheap router for £42. I then have 4G internet I can use for now and immediatley when I move. 

     

     

     

    • Hobnob78's avatar
      Hobnob78
      Tuning in
      9 months ago

      Hi, wow it really is about haggling isn’t it.  I wish all providers would just treat it’s existing customers fairly 🙄

      ill have a chat with sky today and see what Install dates are like. I at least then have a choice like you said, stay pay bit more or move over if comfortable.

      thanks for advice 👍

  • goslow's avatar
    goslow
    Alessandro Volta
    9 months ago

    Good suggestions/options from WookieeM.

    Lots of recent topics on here recount the same story with a ridiculous take-it-or-leave-it renewal price when phoning in to renew.

    Cancelling seems to be the route to bring a better renewal offer but there is never any guarantee VM will call back. Having marketing options on in My VM is required for such a call.

    For any switch of provider, the ideal method is to overlap two services if feasible/affordable for you.

    You will get a new independent connection from Sky so you can run Sky alongside VM and compare the two. Sky may not be immune from possible installation delays or problems so you have a backup while keeping VM going. You can evaluate Sky in your 14 days cooling off period and still have the fall-back of VM if Sky turns out not to suit. Cancel VM once you are happy the new Sky connection will work for you.

    • Hobnob78's avatar
      Hobnob78
      Tuning in
      9 months ago

      Hi, thank you for replying.  This sounds like an option, I’ll have a chat with sky today and see how I get on.  I’d have liked to stay with VM as the broadband service itself has been excellent.  But the customer care side 🥴🙄 

  • Scunnert11's avatar
    Scunnert11
    Tuning in
    5 months ago

    Personally I would go with another company VM are a disgrace if you contact one explain and hopefully switch over can be done at the same time anything is better that being with vm

  • Lorheath's avatar
    Lorheath
    Joining in
    2 months ago

    Looks like VM are not taking any notice of these streams.  Customer loyalty counts for nothing.  I guess VM think they have cornered the market with their fibre speed

    my renewal quote was higher than I wanted to pay - especially when £3.50 was being added in April followed by the increase.  My quote was £50.05. Retentions first quoted me over £60, then £54 - both more than my online quote.  New customers are being offered half price.

    so now I too have to go to Sky and hope that their service is ok and they value their customers more than VM does.  Wish me luck!