Virgin Media cancellation & billing issues

[mcr007]

So my deal was running out and Virgin Media sent me an 'exciting' offer of receiving the same 'great' services I am receiving now in return for £20 more and and 18 month contract.

I declined the offer and instructed Virgin I would rather cancel my services on my end of contract day (12th January)

I got put through to retentions who offered me the same great services I had now but for £30 more (going in the wrong direction!). Obviously I declined.

Now virgin have just taken a larger than expected direct debit from my account - which I queried. Seems since I had a month and a half left .. they decided to bill me it all now - who's convenience this was for I am not sure? Certainly not mine! I've disputed the direct debit with the bank and cancelled the direct debit. I am willing to pay the agreed 1 month price manually but for this I would need a correct bill generating. The staff seemed unwilling to do this so I am left in limbo.

Then there is the O2 side ... I then called O2 today to ensure they had cancellation of my sim booked. they didn't. And despite passing security by the memorable word, they could not book my cancellation without me receiving texts which they sent but I was not receiving (well I got them 20 mins after the end of the call). 

I feel so defeated by Virgin Media O2 - In an ideal world they would have just offered me the same deal I was on now for the same price for an 18month contract, but failing that let me leave without screwing me over every way they can.

I am now left with no option but to raise complains with the regulators.

[mcr007]

Thanks to Vikki_M i can now confirm this side of the cancellation is resolved and i will be disconnected mid jan.

sadly the o2 side is giving me pains. After 4 calls they still have not accepted my termination request - saying I’ve not passed “enough” security to cancel (but enough they could sell me new services if i wished). This is now the subject of a formal complaint for obstructing my rights to cancel.

The real tragedy of it all is that virginmedia o2 are now offering new customers the deal i am on now as part of the winter sale. That would also include s new hub5 rather than the buggy hub4 i have.

It’s amazing virginmedia o2 will offer a good deal ti get +1 customer but won’t offer the same to out of contract customers to avoid -1 customer.

Today i get to place my order for Sky Stream and my phone/internet services will go to vodafone.

[Matthew_ML]

Glad to hear my colleague has helped you out.

Regrading the O2 side we can't access that sorry it would need to go through them I am sure they could send you your security details via email / letter.

We do try and offer both new an existing customers some good deals but I am sorry we couldn't find you one. 

[mcr007]

The virginmedia side is causing me to leave; The o2 side is making sure I will never return. They won’t post me security details because there is nothing wrong with the ones I supplied. It’s no wonder ofcom have an open investigation into this very issue.

As for good deals for existing customers, i think most would disagree - only getting better offers (in some cases - for the lucky ones) when they try to cancel and speak to retentions.

New customers get treated like royalty; existing like second class citizens.

[Matthew_ML]

I am sorry that you are leaving and we couldn't get you a suitable deal we understand its frustrating.

With the O2 stuff you are also free to go into an O2 shop currently right now we do not have access to any of there tools I am sorry. 

If you pass security and put your cancellation in O2 will do this without a problem for you. 

I will pass your feedback on. 

[mcr007]

I don’t feel frustrated - i feel insulted and as an “existing customer”, discriminated against.

[Ilyas_Y]

Thank you for the reply @mcr007 

I understand the feeling you may have had with the O2 team, we don't wish this for any of our VMO2 customer base at all.
Please do reach out via their complaints procedure on here and the team will assist you in relation to this.

Let us know how it goes.

Kind regards,
Ilyas.

[mcr007]

I have reached out to the complaints team - so far no reply.

But my feelings of been disciminated against is the VM side of things.

To put this in perspective I am paying £88 for the package I am on (tv, internet, o2 sim, netflix, second box)

You wrote to me to offer me a renewal at an increased price and was told I could not keep my current price.

New customer:

Mega Volt bundle
£51
*
M500 Gig1 Fibre Broadband
Mega TV (190+ TV Channels)
Anytime chatter
£0
*
Sky Cinema HD & Sky Sports
Sky Sports HD
Kids Pack
£0
*
Unlimited O2 sim
£25
*
Entertainment services
Netflix Standard plan
Virgin Media Add ons
(Monthly)
Virgin TV 360 Service extension
£10
*
Monthly Total
£86
*
Your Virgin Media price is £61 for 18 months* which includes £10 a month* for Virgin Media Add ons, then £171 a month* after that. Your O2 price is £25 a month*.

That works out at £2 LESS than me. You will offer that deal to get +1 customer, but won't offer it on renewal to avoid -1. Thats why I feel as an existing customer I am been discriminated against.

[Vikki_M]

Hi mcr007

As with all providers we do offer introductory offers to new customers, at the start of all of our customers time with us they will 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 cannot match new customer deals.

The team will offer the best existing customers deals we have available at the time of review.

We are sorry the team were unable to find a package and deal you were happy with.