Finally leaving VM due to poor retentions

[KilliePol]

Phoned this afternoon to renew my package as I’d noticed my prices creeping up. I was £94pm back in Feb, and now at £119. Got through to an operator who offered to reduce my services for £124 or keep like for like at £156?  Asked to leave after repeating myself several times and got passed to a colleague phone retentions. Their attitude was that it’s my fault as I should have called in Feb and they again would only give me a deal costing more than I’m paying now. I practically had to beg to terminate my contract and I’m now in my notice period. Not a good day. 

[goslow]

If you have marketing options on in 'My VM' you might get a call back from VM retentions with a much improved offer.

You may, of course, simply wish to leave VM after such a poor renewal experience.

Do your research into your VM replacement options and have all of those facts and figures close at hand.

If you do get a VM call back, and if you were willing to renew with VM, any offer made tends to last only for the duration of the call and won't be repeated if you ask to think about it and phone back. If you know what the alternatives are you will be in a good position to know if any VM retentions offer is any good or not.

[cylinder]

I can only imagine how common this is - here's my recent experience - https://community.virginmedia.com/t5/Managing-Your-Account-Cable/33-a-month-difference-in-renewal-of...

[Akua_A]

Hi @KilliePol,

Welcome to our community forums and sorry to hear you had this experience with our team. We can understand the frustration caused and we want to do our best to help. We will take your feedback onboard and pass it on to the relevant team for quality training and improvement. You can find out about our cancellation process here In regards to package deals, we can see you recently contacted our team regarding this. If you are still interested you can find some great deals here 

Thanks,

[Cardiffman282]

Do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult... 

[KilliePol]

Thanks Akua_a. I did get a phone call on Monday from an Agent saying they could get me a much better deal but they had to confirm the details with their manager. They said they would call back later that day or on Tuesday and didn’t. I’m still scheduled to leave on the 20th. There weren’t any deals on the link you gave, just a chance to call again. Cheers Paul

[Ilyas_Y]

Thanks for the reply @KilliePol 👋🏼

I'm sorry to hear about the poor experience you've had with the call back form the retentions team.
Have you tried to reach out to them to see if the deal they offered can be found?

Let us know.

Kind regards,
Ilyas.