on 01-10-2024 11:04
Hi all
My contract ends 2 November so phoned today to see what could be done. I pay £82 for Mega Volt with 1gb fibre, all sports inc TNT, UHD, movies and Netflix Premium. Has the confusing email stating I can renew and have no changes, stay on Maxit TV but obviously lose TNT even though it didn’t state this but know it would go. This was going to go up to £90 but be if I added TNT would be more like £108.
I phoned the Retention team to see what they could offer. They said £132 🤣 - seriously. So they put me through to the cancellations team, where they could do £112 with no changes to now (so £30 more than currently paying). The guy seriously had an abrupt “goodbye” tone to his voice and came across like he wanted to just get me off the phone!!!
The last 2 years with Virgin have been painful whenever I have had to speak to someone, worse than any other provider I have ever had. Apart from this we have had a close to flawless service, bar these few issues with equipment and the installation at the start but still overall good. I was however so frustrated by the end of todays call I put in the 30 day cancellation request so have a month to decide what to do.
No idea what the protocol is from Virgin now (do they tend to reach out or not) but now have another deal popped up for £82 with Mega TV instead of Mixit but doesn’t mention Netflix and TNT isn’t included. What happens with Netflix - would I need to add this on? If so that’s another cost so the £82 then doesn’t look as good.
on 01-10-2024 13:36
Hi @djgreen27
Welcome back to the community forums
Sorry to hear of your concern with the renewal deals and that none of them were suitable for you. The teams would've offered the best renewal deal available for your package. Should we send you a renewal deal that you're happy to accept, even if you've given your 30-day disconnection notice, you can accept this through the online process and this would cancel your disconnection and action the new contract instead.
TNT is no longer included with packages so this would be an extra £18 a month should you wish to add this on. With Netflix, this would also be an added extra depending on your Netflix package and you would change to being billed for Netflix, through your Virgin Media bill, or you can create a new account with Netflix and pay them directly. It's not guaranteed that our retention team will call again to offer you another deal after you've provided your 30 day disconnection notice.
Please let us know if you've any further questions at all.