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Renewal offer and customer service.

ryjelliott
Joining in

Hello. My contract is recently up for renewal. I was paying £47 a month for m150, entertainment and TNT sports. My initial offer was £105. I rang up to speak to a very unhelpful employee. I was offered £87 initially. After explaining this is too expensive I was then offered a basic package for £65. Once again too expensive. I explained I’d seen offers for new customers at £33 and £40 and even £65 for the sky sports package which are far superior to the one I was being offered. I have been a loyal customer for 5 years now and feel very unfairly treated and undervalued. Whilst I understand you need to entice new custom in, existing customers are not being looked after either. After 5 years of great service I will be looking elsewhere for very similar service, far better customer relations and a lot cheaper!!

2 REPLIES 2

goslow
Alessandro Volta

If VM has not come up with a suitable renewal offer then you have done the right thing in deciding to leave VM.

An increasing number of topics, in recent times, on here seem to suggest the best offers only come in once you have actually cancelled. You might then get a much-improved renewal offer (although getting a retentions call is not guaranteed). It is suggested to have marketing options turned on in 'My Virgin Media' to allow such a call to take place.

Daniel_Et
Forum Team
Forum Team

Hi @ryjelliott 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had and that you intend to leave us 😔

As with all providers, we have introductory offers for new customers. At the start of all our customers' time with us, they'll have benefited from such a deal. Once this expires, we'll always do all we can to offer the best existing customer deal available.

We also send out an end-of-contract notification to all our customers before their minimum agreed term comes to an end, highlighting both the new package price and any other offers that may be of interest.

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.

If you'd like to discuss your package and the options that are currently available to you, please call 150 (free of charge) from a Virgin Media landline or 0345 454 1111 (Option one, then four, then four) from any other phone.

Regards,
Daniel