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EmmaO
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Existing customer pakages link broken

The link for my personalised existing customer recontracting packages are not working.

 

Screenshot_20221019-090531_Chrome.jpg

Screenshot_20221019-090549_Chrome.jpg

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Can you please fix this on your website . Iv attatched scren shots.

I'm sorry if this is  posted in the wrong part of the forum. 

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Martin_N
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Re: Existing customer pakages link broken

Hi EmmaO,

Thank you for your post. I'm very sorry that page isn't working for yourself. 

Can you confirm if you have been able to try this via both a different web browser & a different device?

^Martin

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EmmaO
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Re: Existing customer pakages link broken

Just tries in Microsoft browser and Google chrome and they dont work. Please can you DM me to recontract as this is not working.  

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newapollo
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Re: Existing customer pakages link broken

Hi @EmmaO 

I'm afraid that the Forum Team don't have access to the systems to process either cancellations or regrades, or organise callbacks.

You will probably receive a better offer by negotiating with retentions (thinking of leaving us)

The best method and time to contact them is to call  150 from a Virgin landline or mobile, or 0345 454 1111, but best to call at 8am when lines first open to avoid call queues.

This should put you through to Retentions (thinking of leaving) however your call may be picked up first by a front line agent. If this happens be firm and say you want transferring to Retentions. Retentions are generally based in the UK and do far more than cancellations. They have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents should you wish to negotiate a new deal rather than just cancel. 

Before you do speak to them do a little of homework. See what prices other providers offer, and have those figures handy to use as a negotiating weapon..

Also check out the current VM prices and what's available on the following page <<< Here >>> 

The lower price is the new customer price which you won't qualify for, the higher price is the out of contract price. By negotiating you should get something in between, if you do call then you can have a price point in mind to barter with. 

 If you are happy with the price quoted then accept it as it may not be available again.  You have a 14 day distance selling window should you change your mind and wish to reject that offer and go back to your original pricing and package.

 

Replies from the following methods aren't instant, roughly around 4 to 6 hours at times, often longer, as telephone calls take priority dependent upon staffing availability and call queues

You can text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112. 

Dave

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EmmaO
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Re: Existing customer pakages link broken

Thanks for the info dave. However I'm pretty irritated by the whole thing. How would the average person know about recontracting through the  retentions team / batering . 

My current contract is 100mb omph plus volt. Which means I recieve 350mb.(£33.99 pm). I wanted to recontract at the best  price for 100mb as that is plenty plus I knew it would be doubled by volt.

I was offered 350mb pakage for £40pm via virgin media watsapp and then £40pm for 100mb( what?) And offered the same again by via telephone today (I'm thinking now a front line agent).

I have signed up to bt today which is 33mb for much slower but for £28pm it's a way better offer. They don't have ultra fast broadband band in my area. But if they did it would be £35pm. 

Anyway thanks again for the info. 😀

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japitts
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Re: Existing customer pakages link broken

The online self-service systems have never been wonderful, especially where you have discount or promotional codes on your account.

As with any telecoms company these days, you can easily summarise the best tactic to use with a retentions negotiation as "be prepared". Just calling and asking for the renewal of a discount is rarely going to achieve the best result.

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