Negotiating New Contract

[FortyTwo]

The contract is coming to an end and the price is going up from £90 to £139 (a massive 55%).

My son (who lives 200 miles south of me (does that matter)) whose package bundle was bigger and faster than mine was also paying £139.  He called to negotiate and after a very short call was offered and accepted £80 for the same bundle.

I called (same day) and was offered a new contract price of £85 - I accepted.  I got the email confirmation and they had taken off Sky Sports.  I called back  . . .  what is going on???  I was told I they would include the sport for a total of £95.   I complained.  "We will listen to the tape of your conversation and get back to you in 4 days."   

Does it simply come down to which agent answers the phone and what side of the bed they got out of on that day?

[FortyTwo]

Thanks for the reply . . . No Sky Sports is still off.  I spent 4 hours on the phone this morning listening to music and 10 minutes to be told I had to call back later.

I have located CISAS and filling in the form whilst listening the Customer Service music

The .lesson I have learned from this is that it may be a hassle switching the Virgin to Sky and back again but it's a lot less hassle that going through weeks of listening to music and being given the 'run around'

[Travis_M]

Hi @FortyTwo

Thank you for your reply and my apologies for the inconvenience.

I am going to drop you a private message now to collect some more details so we can look at getting this resolved, please keep an eye on your inbox for a message from myself and we can get the ball rolling 🙂

Regards

[FortyTwo]

Here's where I am up to (after more than 6 hours on the telephone mostly listening to music).

At 2pm I was talking a male VM agent who listened sympathetically, said he would speak to his manager and whilst I was waiting the phone went dead!

At 3pm I spoke to a female VM agent (the most unhelpful to date) who was like a needle in a record "tell me what you want and I'll tell you the best deal I can give you"  . . . "I want what I had and I want if for the agreed price of £85"  . .  reply "the best I an do that for is £113"   !!!

I was told on day 2 that they would listen to the recording of the contract deal I agreed on day 1.  I keep asking them to listen to that recoding and they will not do that.

How do I get to speak to someone in authority?  

[Travis_M]

Hi @FortyTwo

Thanks for confirming details via our private message, great to hear you're all sorted now. 

I hope you have a great weekend! 

Regards