Virgin lack loyalty to long term customers

[dragoon]

Hi,

 I'm new to this forum, but appreciating some guidance.

I've been a customer of NTL and now Virgin for over 20 years.

We use broadband (we have M250) and phone (which is not really used any more), and we have no TV packages.

I recently have noticed we are now being charged almost £100 per month!

This is at least twice what I thought we were paying, which I already consider high. I phoned Virgin and the most they would offer me is the same package on a new contract at £75 per month.

If I was a new customer, I could get this for around £30 per month with an 18 month contract.  The unspoken message here is that they couldn't care less about long term customers.

I'm sure I'm not the only one who's had this problem. I feel like Virgin Media is unfairly exercising its position in the market to maintain long term customers at exhorbitant rates.

What have others done about this? Has anyone had success with the ombudsman (Ofcom)?

 Thanks!

[goslow · Accepted solution]

Have you phoned VM at the end of each 18 month minimum term and renewed your package for the best price? If not, that's why you are paying £100 per month for broadband and phone. VM will keep 'price-walking' your monthly fee onwards and upwards until you renegotiate or leave. Any 'offers' VM makes at renewal will be based on how likely VM thinks it is that you will actually leave.

The idea of loyalty does not feaure in the equation. VM wants to extract as much money as possible from its customers. VM's customers want to pay as little as possible for the maximum amount of services.

Put in your cancellation and leave VM for another supplier. You may get a better offer from VM 'retentions' (but no guarantee you will get such a call). It is advised to have marketing options on in MVM to permit the retentions call.

If you do leave, and then return to VM, you will get 'new' customer pricing once again.

[nodrogd]

No point in taking this to the Ombudsman. There is nothing illegal going on. New customers are offered “loss leader” pricing to get new business. You are not new business so would cost them money to offer that pricing.

The companies that do offer new customer pricing to existing customers have inflated their new customer pricing accordingly so as not to lose out.

[Sean93]

I saw this too and said since we can't get the new customer tarrif that we are leaving to get it cheaper elsewhere, they price matched us for the new customer amount. 

[Browser007200x]

Like everything today, you cannot trust any company on loyalty alone and its always in our hands as customers to check and try to fix .. sounds like you don’t really need Virgin and would do better to think about what you want and your options? Moneysaving expert web site is a good starting point, maybe even freeview?

[Tudor]

If you look up loyalty in the dictionary I see nothing there about money being involved. I’ve been ‘loyal’ to my gas, electricity and water companies for years and years and never had a reduction in the price. I bet you have not had one either.

[Alby41]

Must be a lot of folk like Dragoon .. feel this way .. and wonder what am doing here ? .. if VM know they have you over a barrel re competitors they will make you pay... I do not know of your individual circumstances but now VM is facing serious contenders in the communications game ...with Mr Openreach laying his fibre cabling all over the place..to which he sells his space to other companies ... this new cabling is the dogs b _______ ks ..and speeds and consistency is excellent , as well as Community and City fibre having their say as well .. have a look at

https://www.ispreview.co.uk/list.shtml

see the contenders including VM of course ... some great deals out there .. just saying  😋

[richardc0404]

I left and switched to a provider using Fibre via BT openreach - service is better. Takes about 3 weeks... Not sure why i stayed for so long