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Bill unaffordable non-existent customer loyalty

jmccall
Joining in

I have been a virgin media customer for as many years as I can remember and I am now at the point of my contract running out. I am really struggling to understand why my renewal price is £63 a month whereas if I were a new customer I can have exactly the same package for £44 a month. Where is customer loyalty or even common sense?

3 REPLIES 3

japitts
Very Insightful Person
Very Insightful Person

What's the undiscounted cost of your current package?

Your contract doesn't "run out", it just finishes minimum term and time-limited discounts expire.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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goslow
Alessandro Volta

Start looking around at what the competition can offer in your area and at what sort of price.

Armed with that info, you can then try to renegotiate a new minimum term with VM for a better price (if you can). If VM does not come up with an offer to your liking, switch supplier.

As for new customer pricing, it's pretty common across all sorts of sectors to get a cheap introductory offer for new customers to attract new business only for the price to jump up at the next renewal.

Gareth_L
Forum Team
Forum Team

Hello jmccall.

Thanks for your post. Sorry to hear you are confused with the renewal cost of your contract.

As with all providers, we create introductory offers to new customers. At the start of all of our customer’s time with us they will have benefited from such a deal. Once this expires, we'll always do all we can to offer the best existing customer deal available.

Sadly from here we are not able to help with package changes.

We do have a vast variety of ways to contact us for help or support and I have listed a few below for you:

Call: 150 from a Virgin Media Landline or 03454541111 from any other phone. 
WhatsApp: +447305 327 112 
Facebook: https://www.facebook.com/virginmedia
Twitter: https://twitter.com/virginmedia

We can assure you the team you speak to will be able to help.

Gareth_L