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riverman76
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Paying too much

I've been a Virgin customer for several years. I currently pay £40.49 for 100 Meg broadband only (no TV, phone etc). The advertised price online is £38 after the first 12 months. After discussing this with the call centre, they reduced my price down to the £38 everybody else pays but would do nothing about the extra money I've been paying.

Long standing customers are the backbone of services like this. Every year or so there's a letter apologising for price rises. £2 one year, £2.50 the next. To leave long standing customers paying more than even the standard 30 day rolling price is really poor. The assume people won't check, and to be fair, it's taken me 6 years or so to do it. I feel taken advantage of, and the fact there's no redress or apology or attempt to make amends by customer services when the issue is pointed out, it's left me bitter and looking elsewhere.

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jamesofmerton
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Message 2 of 7
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Re: Paying too much

new customers always get the better deals. be it with virgin,sky, car insurance etc. things won't change, it is a successful business model for companies. groom the customer in with a cheap price and know most will stay where they are without changing provider. martin lewis bangs on about people moving but most stay because if they are generally happy they do not want the hassle of moving.
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riverman76
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Re: Paying too much

£38 is the price AFTER 12 months. The standard price once offers have expired. I was paying £2.49 extra a month. I get introductory offers and practices (of course...) but to raise existing customers with apologising letters each year to a special idiots level above the standard tariff is contemptible.
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Forum Team
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Re: Paying too much

Hi riverman76, 

 

Thanks for your post and welcome to the Community Smiley Happy 

 

We are always changing our promotions and prices are set are the time you take your services. The only time these would change is if we have a price rise or you call to change your package or negotiate a new price. 

 

When you call, we wouldn't back date any charges. The new packages were priced before August to include the price rise. I'm sorry if this means you've paid more than a new customer however we can't contact every single customer every time our prices change. 

 

I'm glad you've gotten the package for the lower price. If you have any further questions then come back and let us know.

 

Thanks,

Kath_F
Forum Team

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riverman76
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Re: Paying too much

With all due respect:

"The new packages were priced before August to include the price rise."

Try to see it from my side. I'm an internet only customer. If the service is fast enough and reliable enough for my needs, I've no need to look at new packages, pricing or anything like that. I'd never be exposed to the fact that new packages or pricing even exist. If you have customers on legacy prices paying over the odds, it's surely your responsibility to inform them and automatically move them (or invite them to move) to the new standard price, in much the same way you inform them of price rises. A letter though the post.

"we can't contact every single customer every time our prices change. "

The way you insert the word 'single' in the phrase... every single customer.. Are you suggesting that whenever somebody's price changes (such as the regular price rises) you have to go through each customer record one by one, adjust their price and then type up the letter informing them? Or rather, isn't this an automated process where a very well paid database engineer will program a set of rules to govern the automation of price adjustments, with automated mailouts as a part of these rules?

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Forum Team
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Re: Paying too much

Hi riverman76

 

I hope this helps answer the questins you asked above.

Try to see it from my side. I'm an internet only customer. If the service is fast enough and reliable enough for my needs, I've no need to look at new packages, pricing or anything like that. I'd never be exposed to the fact that new packages or pricing even exist. If you have customers on legacy prices paying over the odds, it's surely your responsibility to inform them and automatically move them (or invite them to move) to the new standard price, in much the same way you inform them of price rises. A letter though the post.

"we can't contact every single customer every time our prices change. "

Customers can call us, Webchat, use My Virgin Media, or even old fashioned snail mail to make changes to their services. Most changes these days will re-contract a customer so we have to speak to them to make changes to clear security or have them book this themselves by logging into My Virgin Media if the option is available this way. We update our offers all the time so contacting us is necessary to make sure the deal you are looking for are available.

 

The way you insert the word 'single' in the phrase... every single customer.. Are you suggesting that whenever somebody's price changes (such as the regular price rises) you have to go through each customer record one by one, adjust their price and then type up the letter informing them? Or rather, isn't this an automated process where a very well paid database engineer will program a set of rules to govern the automation of price adjustments, with automated mailouts as a part of these rules?

There are thousands of permutations for packages that our customers could have when legacy, existing and new combinations are factored in, and  I was pretty astounded when I realised that!

With the customer numbers we have we are reliant on our customers responding to the notifications we give them when they received their price change email or letter. If those customers make changes within the notification window a new notification would not be generated. It would be down to the person they have spoken to to ensure they are aware of their new post Price Change charges that should then be effective from the date their package changes for them.

 

Kind regards.


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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LittleMick73
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Re: Paying too much

Hi Vote with your feet and go to another supplier. Regards Micky
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