M350 broadband only - £73 for existing customers, £38.99 for new customers (£56 thereafter)
Where is the logic in that?
I got the price rise email and tried to downgrade my service from M350 MaxIt to M350 broadband-only.
The offer I'm given, as an existing customer, is £73 a month just for broadband. A new customer pays £38.99 a month for 18 months (the actual length of an existing customer contract), then £56 a month after that.
OP resolved at #8 by repeatedly contacting VM until he got someone who knew what they were doing and was able to authorise an acceptable price change (seemingly quite a difficult task in the case of VM). Certainly looks like first line call handlers are limited in their abilities to make changes and offer suitable, or even sensible-sounding, pricing (presumably in the hope the customer gives up with trying to renew at a better price and just keeps paying the old price).
Re: M350 broadband only - £73 for existing customers, £38.99 for new customers (£56 thereafter)
There is a positive outcome. Your colleague Nathalie helped me get a discount that allows me to keep the same bundle.
To be honest, I still don't 'get' the pricing of Virgin Media. According to Nathalie, the simple explanation is, the larger the bundle, the larger the potential discount. So in this case, had I chosen only Broadband, I would have received a reasonable discount for a limited time and thereafter would be charged the same price that I am paying now for Broadband, Phone, and TV. But because I decided to keep all services, she was able to apply a bigger discount. I suppose this logic will continue to confuse customers.
So, thanks to everyone who has offered advice and has encouraged me to get in touch with VM again. I must say that it is a good feeling to see loyalty being rewarded.