Message for Rachel Barrass

[stevepprince54]

I am a pensioner and have been a Virgin customer for over 20 years and before that was with companies that Virgin purchased.

In general, I think the customer service is very good.  The broadband service where I live is extremely & frustratingly intermittent and problematic.

BUT I am now being asked to pay an EXTRA 40% for remaining a customer. This at a time where everyone is hiking prices due to an inflation level of 3.2%. I'll leave you to do the maths.

Added to that, the most upsetting fact, is that a recent e-mail, purporting to come from Rachel Barrass, tells me that I could get my package much, much cheaper, if I was a NEW CUSTOMER.

Is the notion of customer loyalty completely evaporated? 

Yours, an incandescent LOYAL CUSTOMER!

[John_GS]

Hi @stevepprince54 

Thanks for posting and welcome to the community.

What you have received and this is purely from what you've said, is an End of Contract Notification.

This lets you know that you're current deal is expiring in 30+ days, what the end of contract price is. As per the agreement we have with OFCOM, it also tells you what the prices are. 

The end of contract price shouldn't be a shock, this is clearly detailed in every bill as it mentions your discounts and their end dates.

I will send you a PM now though to discuss your case.

[stevepprince54]

Thanks for responding.  All that you've said I understand fully and did so at the time of posting. However, with an inflation rate of 3.2%, where I live I'm being asked to pay 40% more for a substantially substandard service. I have also asked about boosters and am simply told you can do that through the app.  This doesn't appear to me to be correct.  I have scanned my home to find the best I get in any room is 29 with the poorest at just 9. The app doesn't tell me what I can then do about this and doesn't seem to give me an option of ordering some boosters. I'm just incredibly frustrated about it all and at my age and with my health, it's something I could do without. 

[John_GS]

Good afternoon @stevepprince54 

If you could kindly respond to my PM 🙂 we'll be able to help further.

Best wishes.

[japitts]

An increase of 40% on losing your time-limited discounts, equates to a promotional reduction of roughly 29% - this is not massively unusual.

[stevepprince54]

Sorry John, I'm new here and I don't know how your PM will come to me.  I don't appear to have received anything via email and have checked spam. Please advise.  Happy to comply but am a bit bemused.

[japitts]

Forum staff will not be using email but the forum's private messaging system. In the top-right corner of your large-screen there's an envelope icon - click on this to view your PMs. On a small-screen or portable device, click on your profile icon in the top-right

[Roger_Gooner]

Do what I do, call VM and choose the "thinking of leaving" option and see what can be done. I always get a better deal.