Really bad contract renewal experience
I’ve been out of contract for a while, the latest price increase has put me on an eye watering monthly package of £129 😱 that’s for 350Mbps and standard TV package (no extras). I took a look at off...
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I tried again, this time through the webchat, and it was a better experience, although still problematic.
First offer was same as I currently have for £79 a month, which was better but nowhere near the £68 a month VM are offering new customers with the 250mb and Sky cinema.
I declined the offer as I can get Sky Stream plus broadband not as fast but fast enough for our needs at half the cost.
They then jumped straight to 1000mb with Sky Cinema, Sky Sports, and Netflix all for £69 a month. Said yes to this straight away, but the contract paperwork came through with only 500mb on, tbh this is still more than we need but I highlighted the discrepancy, the response from the agent was “it was an error in our system, 500mb is what would be included”. So, annoyed that there was a difference between what they said and what the offer actually was, but at almost half the price for more than we currently have is a good outcome.
re your point about competition, absolutely! Community Fibre is rolling out across our city, by the time our next renewal is due Virgin will have to do something pretty spectacular to keep us as a customer!
Hi SiDC,
Thank you for the update on this. I'm sorry to hear it wasn't an entirely smooth experience.
To clarify, did you accept the offer that had been emailed to you, or have you declined it?
Thanks,
I accepted the offer, it was good enough to keep me for another 18 months.
Hi SiDC,
Thanks for confirming. I'm glad that we were able to sort you out with a bundle that you're happy with.
Please do let us know if there's anything more that we can help you with.
Thanks,Thanks Zach, I'm happy with the package, but the experience I had to get there was poor, particularly with the contact centre call. It was unnecessarily difficult.