The system is designed to promote competition between broadband suppliers. It rewards consumers who actively switch as soon as their massively discounted minimum contract term ends. The government and OFCOM want to see consumers play the ‘game’. Customer churn is encouraged to prove competition is working.
Loyalty to one’s provider simply does not pay. Loyalty is a weakness. I would go so far as to say that loyalty shows one to be a ‘mug’. Many people on this forum quote the number of years they’ve been with Virgin Media. These people have been subject to annual incremental price increases, fairly small in themselves but which over the years have a cumulative effect, so that the price they are paying is double that offered to a new customer for the same service.
There’s likely indirect age discrimination because the longer a customer has been with VM the more profitable they are and so the more VM will do to put off that customer leaving. Unfortunately, many older British people are not adept at haggling; it’s not in their nature. So you’ll find complaints on this forum referencing “my elderly mother”, “my 85 year old father”, paying high rates. If you’re no good at haggling, don’t use the right words or haven't done your homework you won’t get offered much off your current price.
Look at it from VM’s viewpoint. The long standing customer has been paying the full price for maybe years without complaint. Offer a few quid off and they're likely to be happy and stay. Why offer a greater discount? Why not make it as difficult as possible for this type of customer to leave? They’re the most profitable type of customer – a ‘cash cow’. Virgin Media (and other providers) will do what it takes to keep them. Wake up and smell the coffee! I’m just saying how it is. No disrespect to the OP. After all, I’m one of the mugs – but after 18 years I’m off!
