I have been with VM now for over 12 mths. I decided we as a family could do with an upgrade on our tv package. I spoke to a young lady through the chat last night and was told we could have the mix bundle for £95.88 mth, I was happy with this and said yes. But I'm not the account holder and they needed to speak to him. He rang to get it started. The young man on the phone basically told us that the price told was for new customers and people who have been with them for 12mths or more. Therefore I'd have to pay £109 a mth. There was no reply after being told I'd been with them for 12 mths, my son got annoyed and buttoned him as he wasn't listening to a word he was saying. Not a happy customer.😡
Hi get your son the account holder, to phone during office hours, and go down the thinking of leaving us route you will get through to a person in the UK and explain politely what he wants and see what can be done.Regards Micky
As Micky said..... Try calling “Retentions” on 150 or 0345 454 1111 (or 0800 9528046) - options 1-1-4-5 "Thinking of leaving" - they are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [08.01 is best!]) you have a better chance of getting a UK call centre (it could still be a 30’+ wait though) who will be more understanding and helpful.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
£109 for Mix Bundle??? What else is bolted on to that? Extra TV boxes, international calls, VIVID 350 broadband etc. Because the standard price for that bundle (Mix TV, VIVID 100 + Talk Weekends) is £58 per month without any discounts...
Thanks for your post and apologies to hear your experience on the phone wasn't the best.
We're not able to look at package changes here via the Community so you will need to give the team another call.
It's best to make sure your son is with you at the time so he can confirm it's OK on the same call. Sometimes more experienced agents have ways of adding other discounts which could be why the cost was lower on the first call.