Out of contract price negotiations

[orangejuice]

Contract ended beginning of the month and it’s the usual song and dance trying to negotiate a new price.
Price going up from £49.65 to £78+ and of course it will go up again in April.  
Three phone calls to three different advisors, and one online chat later and still no further forward! We were offered an ok price last week but because my husband ended the call to check with me, when I phoned again, they would not give that price. Some bull about different offers for that week! Always used to be able to negotiate a good deal but they are just not having it this time. Don’t know what else to do.

Anyhow, if I log in to my account online there is an offer which is ok. The advisor I spoke to on the phone says it’s the same package as we have got but I’m not sure.  
Currently have:

M125 Broadband. Mix TV and TiVo. Phone with line rental and talk more anytime. 
New offer is:

M125 Broadband. Virgin Tv360 and TV essentials. Phone with line rental and anytime chatter.

Any Virgin staff know if this is the same?

[Steven_L]

Hey orangejuice,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your new contract negotiations and the experience that you've had, that is far from the experience any customers should be having when speaking to our team. 

The two packages are the same but the names have been updated you will also provided with a new TV360 box to replace your current box. 

Kind Regards,

Steven_L

[orangejuice]

Thanks for replying but I’ve been reading through some previous posts on this forum and it seems as if tv essentials does not have as many channels as the tv mix I have now, although I realise that this is an old package/name. Can you confirm whether this is the case? I cannot find a list of channels for essential on the Virgin website.
As far as the “poor” experience with the team, is there nothing that can be done by yourselves because the person I spoke with was really not interested in helping at all and after 4 attempts I just cannot see the point. Customer loyalty really does mean nothing. It’s a shame because I’ve been with what was NTL and now Virgin for many years 

[roy247]

Hi orangejuice,

You can compare the V6 TVGuide here should be ok the same for a TiVo, to the 360 TVGuide here essentials makes it sound like it will be the mixit channel package on that list unless they have have introduced something new.

[japitts]

---

@Steven_L wrote:

The two packages are the same but the names have been updated you will also provided with a new TV360 box to replace your current box. 

---

Depending whether you wanted the conversion to TV360 or not, there's nothing in that package that requires it. If you wanted to remain on the TiVo-platform, you would need to call into VM to request this.

Conversions are voluntary, save where a package includes Paramount+ or Disney+ which are TV360 exclusive. But if this specifically mentions it, and you accept, then the migration would be included.

[Tom_W1]

Hi @orangejuice thanks for your reply.

We hope that @roy247 has helped with the links they've provided so you can compare between Mixit TV and TV Essentials.

In terms of what has happened, we are really sorry you feel we were unable to help. In terms of offers available, we can only provide what is available to us at the time of discussion - these prices can differ daily which may explain why you have been given different prices and also certain agents are not trained on package changes at first line support, which may also explain why you feel you weren't given the help you needed.

Despite this, we do value your loyalty and do hope you have been able to find a suitable offer with us.
Many thanks

[orangejuice]

Hi. Thanks for the information but I am unable to compare as tv essentials is not mentioned. I need someone to look at my current package and tell me for definite that it will be the same if I go on the new one. If the staff on the phone are unable to help, where do I go?

All I want to know is whether the new package is the same for tv and phone but nobody seems to be able to tell me. 

[Daniel_Et · Accepted solution]

Hi @orangejuice, thank you for your response.

TV essentials is the equivalent of Mixit TV, which is the package below Mix TV. Anytime chatter is the new term for Talk More Anytime and is the same package.

If you have any further queries on this, please don't hesitate to contact us.

Regards,
Daniel

[orangejuice]

Thank you. If only the phone staff were as knowledgeable.  I suspected it was not the same. So I’m getting less for more money. Not such a good deal then. 
Is trying to negotiate for a 5th time even worth it? Or time to leave?

[Daniel_Et]

Hi @orangejuice, no problem at all. We're sorry to hear you're thinking of leaving us 😔

We'd suggest contacting the customer relations team to discuss this matter further. The best number to call them on is 0345 454 1111 (Option one, then four, then four), or 150 from a Virgin Media landline or Virgin Mobile.

If an agreement can't be reached, the same team will be able to process the cancellation of your account.

Please let us know how you get on.

Regards,
Daniel