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PLS Help me have contacts with VM or at least cancel my contract!

davidecappiello
On our wavelength

Hello, I hope someone can help 

I am a VM customer since 2014, at the beginning happy about the fast fiber service but with always the same complaint: new customers come first. I've signed and renewed my contract all the time at the physical shop where the customer service was excellent but now all the shops are closed and by phone, it's a blood bath to get the line. 

I'm writing here while I wait for an answer from the call center for more than one hour. I've already been calling 2 times today but after one hour of waiting, they hang up the phone. (and I have only two days off to spend on the phone waiting).

I've tried online but every time I'm trying to change my contract via the website I'm redirected to a page with a button that says " Chat to us now", but the button link doesn't work. The address of the page ends with "customer-exclusion" excluding me from contacting or receiving any help. (https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion)

I'm close to ending my contract started on April 22 for a fiber 350Mb + SIM fix terms for 18 months.

The price started at £43.50 and now it's rising to £59.50 quite an increase for the same service.

Adding up I saw new customers have better services like 1Gb for only £30 (then £50 after 6months, still faster and cheaper than mine).

I understand the increasing cost of living reason because my bill is bumped up but for the same reason I want to be able to contact the company to get a better value deal or be able to cancel it if I'm not longer interested. 

If you want to feel closer to my situation you can listen in loop for 4/5 hours on loop "Ofenbach -There's nothing I, nothing I won't do for you"

Please help 

A loyal customer.

 

1 ACCEPTED SOLUTION

Accepted Solutions

Vinegar
Up to speed

How serious or determined are you to cancel, hypothetically, if you get nowhere with any sort of negotiations? I take it your 18 month minimum term expires in October of this year, and all discounts expire?

What you certainly ‘could’ do, is firstly investigate and see what alternative suppliers are available to you and whether they would suit your needs. Then send a letter (keep a copy and send it signed-for receipt), to their Sunderland office address (details on the website under the ‘how to cancel’ section), and express you wish to cancel as of xyz date (allowing for the minimum 30 days notice period).

And now here starts the poker game. As long as you have allowed ‘marketing calls’ in your VM profile, there is a good chance that the outbound retentions staff will call you and offer a deal.* If they do, and you think it reasonable then you must accept it there and then, no ‘I’ll think about it and call you back' (whatever they may promise), doesn’t work like that. Otherwise, you reject it, and there is a slim chance that they may call you back and offer a better deal - but absolutely do not rely on it!

It’s all bluff and counter bluff, if VM don’t believe you will leave and cave in, they’ll offer you nothing, but, alternatively, they won’t offer you anything that isn't worth their while - they’d rather you leave than that! Forget what ‘new customers’ get, annoying as it may seem, you simply won’t get that deal or anything close, again, they’ll (probably) again, rather you leave than let you have that!

So do your homework, be absolutely prepared to go elsewhere, keep trying the helpline, you can’t really renegotiate a new deal via the website, only by using their ‘chat’ feature, but, judging from posts on here, that also seems to be in a similar state of abject collapse as the phone provision. But ultimately send in the letter.

See where this Helpful Answer was posted

2 REPLIES 2

Vinegar
Up to speed

How serious or determined are you to cancel, hypothetically, if you get nowhere with any sort of negotiations? I take it your 18 month minimum term expires in October of this year, and all discounts expire?

What you certainly ‘could’ do, is firstly investigate and see what alternative suppliers are available to you and whether they would suit your needs. Then send a letter (keep a copy and send it signed-for receipt), to their Sunderland office address (details on the website under the ‘how to cancel’ section), and express you wish to cancel as of xyz date (allowing for the minimum 30 days notice period).

And now here starts the poker game. As long as you have allowed ‘marketing calls’ in your VM profile, there is a good chance that the outbound retentions staff will call you and offer a deal.* If they do, and you think it reasonable then you must accept it there and then, no ‘I’ll think about it and call you back' (whatever they may promise), doesn’t work like that. Otherwise, you reject it, and there is a slim chance that they may call you back and offer a better deal - but absolutely do not rely on it!

It’s all bluff and counter bluff, if VM don’t believe you will leave and cave in, they’ll offer you nothing, but, alternatively, they won’t offer you anything that isn't worth their while - they’d rather you leave than that! Forget what ‘new customers’ get, annoying as it may seem, you simply won’t get that deal or anything close, again, they’ll (probably) again, rather you leave than let you have that!

So do your homework, be absolutely prepared to go elsewhere, keep trying the helpline, you can’t really renegotiate a new deal via the website, only by using their ‘chat’ feature, but, judging from posts on here, that also seems to be in a similar state of abject collapse as the phone provision. But ultimately send in the letter.

Ashleigh_C
Forum Team
Forum Team

Hi there @davidecappiello 

Thank you so much for your post and welcome to the community forums, it's great to have you back.

I am so sorry that you have been facing this issue rearranging your deal and speaking with our team. I'd be more than happy to take a look into this with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.