Normally I'd be saying how poor VM are (and they are) but at the moment you've got to cut them some slack, as Covid in the UK and India (and possibly elsewhere) has massively reduced the already strained customer service capability.
You can try phoning to cancel that MIGHT get you a better offer, although you probably need to phone between 8:00am and 8:45am to increase the chances of getting through. Even then, make sure you know what your other options are. If VM can't or won't offer a discount, will you pay the extra £240, and if the answer is no, who would you go with? See what deals are available on Uswitch, that'll help if negotiating with a VM retentions agent - and don't be pressured by VM claims of unbeatable high speeds - most people won't notice the benefit of higher speeds above 70 Mbps. If VM offer a price match with BT, but insist that involves a speed of "only" 100 Mbps, that's probably a good deal.
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The Covid crisis has made a poor customer service even worse. I spent the best part of yesterday trying to contact the cancellation/retentions team, and gave up in the end. Impossible to get through on the telephone, they text you a link to the help pages which takes you back to the "Contact Us" on 150 phone number again!
Tried the text message route, wasted hours here repeating the same request and answering security questions. Eventually the "computer says no" to my password, so I tried again to request a password reset. The advisor told me he had to leave his desk (working from home?) for half an hour and would get back to me......still waiting!!!. The system then had the audacity to send a BOT customer service survey....how did we do today?
We can all make allowances due to the crisis BUT this does not excuse this level of poor performance. In the words of Hotel California "You can check out any time you like but you can never leave"......
After 3 long phone call today with customer service I still maintain that they are just incompetent people.
They keep saying sorry but do nothing.
My contract still 240 higher and no confirmation of a new one.
Spend more than 2 hours trying to speak with someone who can fix the issue and they just keep saying I will have a confirmation of the new contract. When 17 days ago I was doing the same. Trying to get a new contract.
Same issue with the robot chat or chatbot on the website.
I understand covid-19 situation but this is beyond good customer service support.
I do not have any other options than keep looking for a confirmation mail that will never go true and an non confirmation of a new deal.
Hi Theo, sorry to hear that you've been unable to get through to us and i'm sorry for the frustration caused. I've had a look at your details and can see that you've managed to speak to someone about your contract since you last posted. If you've entered a new contract with us, please keep an eye out for letters and emails and let us know if you don't receive them after 5 days so we can check.