I'm leaving VM after 34 years!

[pieman01]

Hello all,

The cancellation process wasn't too painful for me, I tried to use the 'chat bot' yesterday but after a 30min wait to speak to a real person I gave up.

This morning I phoned 0345 454 1111 and eventually spoke to a lovely lady called Kristina, I think I spoke to her 18 months ago when I went through this song and dance before.

Kristina could offer me another deal but this was more costly than I'm currently paying. Unfortunately as VM don't do price matching and CityFibre have given us fibre to the door I don't see the benefit of paying more and receiving less. I know our neighbours have switched and have been delighted with the speed and price.

I may yet come back to VM after 12 months, as 'new customers' always get the cracking deals on offer, but my 34 years means nothing!

Bye everyone.... at least for now.

S

[goslow]

You should be able to estimate your EDF yourself using the linked PDF

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/early-disconnection-fees

From the above

If your current contract with us started prior to 4th April 2023, any Early Disconnection Fee will be capped at £288 (includes VAT). If you are a new or recontracting customer on or after 4 April 2023, this cap does not apply.

[Sishake]

I don’t blame you. Totally agree can’t speak with anyone. Service is sooooo slow

[Andrew12321]

It's not the money / cost, I've always paid for the best. It's the service when anything goes wrong.  I can find informaruon about most things here, except anything that actually helps. That only the first hurdle. Getting through to a person is the next, and when you do all you're told is to turn of an on again. Staff are always very polite, but I now find that simply condescending. Every episode starts with a humble apology, and then a marathon in trying to get things fixed. You can't speak to anyone that actually helps, and NEVER let them promise to call you back...IT JUST WONT HAPPEN!

I'm going to be reckless and move to anyone that gets better customer service ratings.

[flyal4]

I agree the help facilities and the awful chat bot is pathetic. Think a lot more people will be leaving VM due to poor service and performance, pricing and facilities which does not work. Trying to resolve issues is like hitting your head off a brick wall..

[dcweather]

I must have just been lucky then! I've been with VM even longer if you include Telewest and they just gave me an improved package for 18 months which was less than the last haggled one 18 months ago. Process took nearly two hours from initial chat bot but was worth it!

[saracen45]

I understand your reasoning, just spent 2hours and eight transfers and still did not get a resolution. All the girls where very polite and helpful, pity most do not speak with a english accent, so it is difficult to understand the replies. And now they are forcing us onto fibre landlines. I think all these transfers and waiting times are part of the masterplan to make us give up and put the phone down, Like yourself I have been 30 odd years since it was owned  by Cable & Wireless then Nynex. think I will go to B.T.  Apart from the previous, because I forgot to renew my contract for nine months they had added sport and film unknown to me which added an 30 odd pounds extra for the nine months out of contract. I save all emails and cannot find one about the need to renew it.

                                            HAPPY TRANSFERS & DELAYS.    stay safe   Dave

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[Rhythmeister]

I just had to leave myself seeing as retentions were going to make me pay more than a new customer for less services when I renewed. It's a vile way to treat existing loyal customers who have been with you for years, sad times.

[jpeg1]

You'd have to explain to VM what a 'loyal customer' is. They do not understand the term. 

[paolo2]

Yep Ive just left for BT and I'm still finding VM has set up a new contract .

It's an absolute joke.

Paul

[mart1969]

I left for BT a couple of years back. I signed back up to VM recently on a new customer deal for about £26. I still have BT as at the moment as our main provider and VM is our back up. Its a worthwhile investment for us as my other half works from home and in her job not being online is most definitely not an option.

You will find BTs customer service a different level to VMs, I sincerely cant praise them enough on that front, never had a problem speaking to a human on the phone or live chat . The  BT Hubs great , wifi strength is off the chart. However, VM is always worth coming back to if you can get a good deal 🙂