Renewal debacle

[Baylis1]

Hi

Just been through the cancellation team but got nowhere.

As a 20ish year customer, the renewal (after negotiation) we have been offered is approximately 30% more than that of a new customer.

In the past when this happens I’ve had to go through the painful process of cancellation and ordering a new supplier installation. This time we have both BT/EE and you fibre as available. Then we’ve always had a phone call offering us a more reasonable deal. To save me the hassle (it’s very annoying), is there any chance someone can pick up this and contact me to sort this out please.

thank you

[Cardiffman282]

Just ditch VM and join the newer better networks. If you then really want to come back you would be a new customer again in terms of VM pricing 

[Baylis1]

They said they would have to disconnect, then it has to remain invalid for 60 days, then they can offer a new customer costing. My instinct is to ditch too,  but it’s for my 80+ yr parents and folks of that age don’t adapt to new things well. But at the moment they are taking the p155, so if I can’t sort it in a couple of days I’m cancelling.

[Baylis1]

I don’t want to leave as it means change for elderly parents! But there are better alternatives.
But will leave if they don’t act in good faith, I’m not even asking for a loyalty discount, just to treated the same as a new customer. Seems a ridiculous thing to have to expect!

[Baylis1]

My experience for the last 4 renewals has been to the contrary. I’ve always received 30-40% reduction on eventual renewal negotiation, they have a cancellation team that sits beyond even the direct access of the primary team,  but I want to skip the step of actually having to set up alternatives as life is too short. 
But you might be right and this time it doesn’t happen, so be it, but at least I’ve tried. 

[Ashleigh_C]

Hi there @Baylis1 

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

I am so sorry that you have faced this issue with your service and arranging a new package. We do not typically handle package changes and we cannot arrange call backs, but our teams on 0345 454 1111 or via the WhatsApp messenger service on 07305 327 112 can assist further. You can also reach out via our Instagram, X and Facebook profiles and a private message and our social media teams can also assist further. 

[nodrogd]

VM made a £3.3 billion loss in 2023. There has been an improvement this year, but don’t expect them to bend over backwards offering huge discounts.

[Baylis1]

They increased my package from £61 to £108, they can take a hike!
We've had no updated hardware for about 6 years and our NTL line was about 22 years ago, they have no costs sunk in our service provision. 

[Baylis1]

Thanks Ashleigh but that doesn’t get me any further as I’ve already gone to the 0345 number, to both the Philippines and UK cancellation teams. I dislike and refuse to use social media, so I can’t go via those mechanisms. Looks like I’m going to have to cancel then, I only trying to avoid doing it but am left with no further options. Thanks for responding anyway.

[bhaskarsamani]

I have also cancelled virgin media, 9 September is the last day

Had 2 calls from retentions department, they can't price match voadafone 900 mb witch is £31 a month

Only reason I stayed with virgin media for 13 years was because there was no alternative, now cityfibre have installed fibre, there is alternatives that is cheaper than over priced virgin media