No one can help

[Harryse]

My package is ending on the 11th of January. I have seen a new package I want, but apparently only open to new virgin customers! I’ve been a loyal customer for years and I can’t afford my package going up to double the price once my contract ends. I phoned and was cut off. I’ve tried online chat and as soon as I say I want this particular package, they lose interest and say you can’t. It’s either the package I want or I leave. They go round and round in circles, won’t give you an answer, pass you to someone else and then they don’t pick up or it goes dead. Soon it will be the 11th of January! Had the same issue last time my contract ended and it took over a week to to finally sort it out, and even then it wasn’t done properly. I’m 87 years old! It’s so stressful 

[japitts · Accepted solution]

It is VM's standard business model to operate a new-customer-discount and existing-customer-renegotiate setup, and all of the new customer offers will have a "£x/month for 18months then £y/month" marker next to them. Equally both your contract and every monthly bill shows the standard price of your bundle, the amount of any time-limited discounts and the expiry date of them.

You need to price up the cost of your chosen combination of services from another supplier and approach VM retentions armed with those facts & figures. Hopefully that will put you in a stronger position to come off that call with a new time-limited discount and continuing service from VM - but you must be prepared to cancel if you're not happy with the outcome.

Unfortunately there is an element of "playing the game" here.

[Kain_W]

Hi Harryse,

Thanks for your post and welcome back to the community.

Sincere apologies for any issues faced with getting the package sorted, whilst we don't deal with negotations on this platform, to investigate matter further please expect a PM from myself.

The message will appear within the envelope icon.

Regards,

[Harley2017]

Hi Jappits

Its true that this is VM model but it doesn’t make it right or acceptable..,,how can two different customers have the exact same package but paying a very different price?

If everyone was paying the same price…….

[japitts]

Conscious that this thread was started by Harryse wanting help with their package, and starting a(nother) debate about VM's business model may be better elsewhere. That said,

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@Harley2017 wrote:

how can two different customers have the exact same package but paying a very different price?

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Commercially, VM would have to discount more in areas where there is greater competition, and want to maintain margins where that's not seen as necessary. There may also be small differences between packages, even when the headline services are the same.

[Harley2017]

hi Jappits

It was you who mentioned their business model!!! 😳

[Steven_L]

Thanks for coming back to us Harryse and I'm glad that you have been able to get your issues resolved by speaking to the team.

Please do let us know if you have any further issues. 

Kind Regards,

Steven_L