Problem upgrading package

[db_buist]

Called to look to change my TV and broadband package but being told I cannot have the deals on website as I am not a new customer.  Quoted £100 a month more than is available to new customers for same package.  The virgin package is already more expensive than the equivalent from Sky!  Been a customer for 11 years, seems a really strange way to try to keep existing customers happy.  

Anyone know how I can get a better deal without waiting for my current one to end?  Might be off to Sky in February if not!

[Cardiffman282]

Look at existing customer offers instead https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers 

[Kath_F]

Hi db_buist, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

I'm really sorry to hear you feel this way. From time to time, we have special offers and promotions to welcome new customers on board. When this offer ends, the package price will revert to the standard package price for the bundle.Although they may not always be available to existing customers, that doesn't mean that you miss out once you've joined us. We often have offers and special deals on our services, or one-off promotions to make sure you carry on getting the value you'd expect.

Whilst offers are typically the best when you're within the last 30 days of your contract, we're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade! 

In order to check things for you, I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[db_buist]

Yes, contract ends February.  You have got it spot on there.   So they offered me a package that costs me £40 a month more than a new customer and I'd also have to sign up at the inflated price for 18 months, and they wouldn't even have to supply any equipment as everything is already installed.

Really disappointing to be treating this way as a long term customer.

[japitts]

Do keep an eye on Sky's prices when you're approaching 30days out from the end of your minimum term. Having facts & figures at your disposal shows you're well informed, and also that you've been doing the groundwork for a potential disconnection request.

The choice of whether you want to cancel or negotiate, is ultimately yours - but if you choose the latter, you need to not only be serious, but appear to be serious.