Leaving as no offers after 16 years

[jrm01]

Hi

After a couple of recent increases in price and another just about to come as my discount ends it looks like my only option to keep prices as they are is to leave VM.

Why you offer contracts to new customers at nearly have the price of offers to current long term customers is not exactly good customer service!!

Have tried phoning a couple of times and no offers available.

One last attempt……..

[vmrunreliable]

So what? 

I get fed up reading the constant whingeing of people that have been long term customers for X number of years and just want the same offer as a new customer. 

You're not getting it so stop threatening to leave and just do it. 

[Daniel_Et]

Hi @jrm01, thank you for your post.

We're sorry to hear you feel this way and that you're thinking of leaving us 😔

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

We also send out an end-of-contract notification to all our customers before their minimum agreed term comes to an end, highlighting both the new package price and any other offers that may be of interest.

We're always happy to review your package and cost to help find one that best suits your needs and budget. This doesn't always mean a downgrade.

If you'd like to discuss your package and the options currently available to you, please call 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.

Regards,
Daniel

[bhaskarsamani]

After 13 years of being with virgin media, 9 September will be the last day

They couldn't price match voadafone 900mb for £31 a month 

[archercj]

Virgin WAS the only full fibre service provider in the area for me and I (well the household) needed a decent speed (3  working from home, gaming etc) so I have had to stick with Virgin.

Come my contract renewal next february I know what is coming. Based on the last contract renewal experience i will get an official email from Virgin stating my revised price. In my case it was very competitive and I contacted them to renew only to be told the email was incorrect and the actual renewal quote was 70% higher than what had been quoted. After several escalations (one where it went to 80% higher) I got a fair price where it was £5 more. I was on the WhatsApp chat and asked if this was a like for like replacement (it had a different name). They said yes.

Within 2 hours of accepting the new quote I had had one of my two boxes disconnected (took a month to put right, an engineer had to visit and replace it!) and the remaining box had most the sports and films channels removed. I document every contact with the Virgin and totaled up 22 hours on WhatsApp, phone etc before it was resolved.

To be honest I have had very few issues overall with Virgins service and have learnt to live with the 360 box menu. But there are now some new kids on the block regards true fibre and unless the revised quote is an exact like for like, and reasonable, I will gladly endure moving to another broadband supplier probably coupled with Sky Stream.

Don't get me wrong, when I have priced it up and compared it to my current Virgin contract, it comes out at the same monthly price but I go from my current 1GB to 500mb (not an issue as i am retiring so won't be working from home any more) and I lose TNT sports.

Yes I know the likes of Sky are no better for their CS skills but at some stage you have to say enough is enough. The issue with Virgin is that the first port of call CS wise is a foreign call centre. These poor folk have no 'power' to assist you and it isn't until you circumnavigate them and get it escalated to a UK based person that you find they have more authority.

I have already paid my, and my wifes, O2 mobile contracts off early and reckon i will soon be saving around £50pm. 

I fully appreciate that there are new customer offers and have, over the 9 years or so I have been with Virgin, lived with a small (5-10%) increase at contract renewal which i feel is reasonable and understandable, plus more recently the introduction of annual 'inflation' increases but it gets very silly when the renewal becomes 50% plus. Why wouldn't you shop around.

[bhaskarsamani]

Until May 2023, virgin media was also the only option for high speed broadband in my area, then cityfibre installed fibre, virgin media couldn't price match voadafone, got 2 phone calls from retentions, it was a UK call centre, but they still couldn't price match voadafone, that's why I cancelled virgin media, got a helpful person on the phone who let me cancel before the 30 day notice, that would of been 10 August, 9 September will be my last day as a virgin media customer 

[archercj]

@bhaskarsamani - I have a few months left of my contract but due to the way I was treated last time I renewed (see rant above) and, the same of you, CityFibre is now available I will look further afield. 

What I am finding at the CURRENT Virgin contract price which includes netflx, UHD, sports, movies, 2nd box etc and 1GB broadband I am struggling to find a supplier that can match Virgins price (Sky, BT/EE etc) and what is included.

[bhaskarsamani]

In March 2023 I did have a problem, the offer that I saw online on my virgin media account wasn't applied, so I had to call them to sort it out, got lucky that I got a UK call centre and someone helpful that sorted it

I only really need broadband my self, virgin media don't care about losing customers 

As for your package, I have no idea what that would cost, is sky tv more expensive? 

[Matthew_ML]

Hey archercji, thank you for reaching out and I am sorry to hear this.

If we can help with anything do let us know.

[bhaskarsamani]

When did virgin media stop being competitive on price?