Thank you for reaching out to us in our community and welcome back, you can contact our customer relations team on 0345 454 1111 options 1,4 then 5 before making any decisions, they will be able to do a full review on your account and get the best deal available to you.
i just gave it a go, and I think the problem is that the options to choose are not 1, 4, 5, but are in fact 1, 1, 4, 4 and then 1 or 2 as appropriate, followed by selected digits from your on line password (you know, the one you've forgotten ever setting). Recent discussion in the forum suggests that even after that, "thinking of leaving" calls are triaged by the crummy offshore team, and my guess is that that is to stop people using retentions for tech support.
If Virgin Media weren't so incompetent they'd realise that if the tech support team weren't so staggeringly crap, then people wouldn't need to use retentions to get faults fixed.
But I'm assuming you're ringing because you are coming to the end of a discount? In which case don't get your hopes up - there's been plenty of chatter in the forums that shows VM are now playing hard ball on discounts, so be prepared for a situation where they offer you no discount at all, or a laughable one of a couple of quid. I'd suggest that before calling, you have a look at Uswitch (or other price comparison site) and see what your options are with other ISPs.
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