Pensioner paying almost £80 for landline and a few TV channels. No offers ?

[shazz]

My dad (82) is paying nearly £80 for his landline and a couple of extra TV channels.    I tried to get him a better deal from virgin just a few years ago and was told there was non on offer at that time, but they'd be coming soon.  Nothing happened, so he kept paying even as your prices went higher.

He's just had an operation,  not feeling too well, and he's just had his winter fuel allowance stopped too.   So he's not in the mood to haggle prices over the phone for hours (to probably be told no).   

What's the best thing for him - cancel virgin altogether and go elsewhere?  Or should he cancel virgin and get his wife to start a new contract ?  What would her price be for home phone and telly as a new customer?   They don't use the internet.  

[japitts]

It's not unusual for customers of your Dad's demographic to fall foul of VM's style of business.

First off - do a basic audit of the channels your Dad wants from his TV service, using the table at the bottom of this page . Would the base-tier (broadly Freeview-equivalent) Mixit suit? Or would he be wanting the top-tier Mega instead?

All of VM's current TV services do require a VM broadband connection - for the OnDemand & internet-based functions. This includes TV guide updates.

As another starter for six, at least price up possible alternative suppliers for your Dad - for whatever combination of phone, internet or TV he wants. At least that might put you both in a better position to decide what services he wants, and what prices are available. Any conversation with VM retentions will be a lot more fruitful if you're informed with some facts & figures.

[shazz]

Thanks for replying.  The last time I talked to the retention team about his package I did have all his details to hand.  Right now I don't and don't want to bother him to look out his paperwork.  i think he only has discovery channels and normal tv. 

 He's recovering from his operation and miserable about that, and his monthly bills.  I could call them with the info from his house when he's feeling a bit better, but we would want it sorted fast,  not have him waiting for the retention team to call him back when I'm not there.    

[Matthew_ML]

Hey shazz, thank you for reaching out and I am so sorry to hear about this. 

Have you checked here to see what deals may be available for you?  

I hope the recover goes well. 

[japitts · Accepted solution]

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@shazz wrote:

but we would want it sorted fast,

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Much then depends whether you want a quick solution, or a good solution. The outcome may well not be the same - rushing into a re-contract negotiation could well leave you unprepared.

[shazz]

Hi,  it's not for me Matthew.  My dad doesn't have a computer so can't sign in to get any offers.    Just found out he took it upon himself to call virgin today to try and get a cheaper package.   His complaint was he can't afford the nearly £80 he's paying just now for TV (with no extra channels) and home phone.  There was a language barrier too so it took a long time.   In the end they offered him a package that cost £100, so they obviously didn't hear him correctly.     He turned them down and ended the call.   He should be paying about £30 for the measly package he's on.   

I'll quote him here  - "I've been a customer for twenty-eight years!"

[shazz]

We want a good solution obviously but he's scared to be without his phone for any length of time and he fears losing his number too.   We'll try again tomorrow.    I'll see if it's easy to cancel altogether without being charged an arm and a leg.

[japitts]

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@shazz wrote:

I'll see if it's easy to cancel altogether without being charged an arm and a leg.

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If your Dad is outside his minimum contractual term, then he can give 30days notice to cancel all his services - at no cost beyond those 30days usage.

There's no reason for there to be any loss of service as part of a contract renegotiation. Although if your Dad does choose to give cancellation notice, he needs to make sure of alternative landline provision in plenty of time for the VM line being disconnected. I'm not familiar with landline porting procedure, but almost certainly requesting outright cancellation and getting a new line, will result in his number being lost.

It does sound like "stepping back" a little here, and taking stock, will be the best solution.

[Kath_P]

Hi shazz, 

Thanks for coming back to us on this one. We're sorry to hear that the call didn't go too well with the team. 

Via the community we can take a look at packages that are available however we can't action anything without speaking to the account holder directly I'm afraid. Do you think your Dad would be able to create his own Forum ID? If so, if he can comment on this thread, we can then take him to private message and help look for an available deal for him. 

Thanks, 

[shazz]

Hi Kath,  he doesn't have internet and wouldn't know how to use a keyboard, never mind a mouse.    Can you explain some of those deals to me and I can pass them on?    Maybe you can put the offers on his account too, so if he wants to pick one he can phone and simply choose the one he likes, if the price is right, from the ones you've offered?

I know he'd still want his home phone with talk anytime,  he likes his TV, and it would be great if I could get him a firestick or something similar so he'll need some sort of internet for that, (or does a firestick work just with his cable connection anyway?)    He just can't afford what he's paying right now.   

Could he cancel altogether and get his wife to start a new contract to get the newbie deal?