Virgin customer service reached a new low

[tonyecross_]

I have a pending disconnection with virgin but thought I’d try again to stay. After long conversation on WhatsApp live chat I got offered a package of £46 per month for 1gb broadband an evening chatter, new hub 5 and a waived activation fee. 

I argued it as I did not want a phone line and never had done but when I joined VM never offered cheaper broadband only deals. 

if I wanted a package without phone line then it would be £48.75. I questioned if my partner could take out a new contract but they said no as there is already virgin at the property and it would need to be 90 days before considered a new customer. Absolute joke. I questioned what if someone moves in then are they saying that they wouldn’t be able to have virgin for 90 days? He says he will get someone to discuss with me, I then get disconnected and passed to someone else.

This person then offers me M350 and evening chatter for £50.75! I questioned it as their colleague offered me the 1gb deal. VM comes back with £48.75 for 1gb. After some back and forths I said I wanted the £46 deal and he tells me that deal is gone as I declined it! 

New offer is now £47 a month but using my existing hub. 

He said I couldn’t have that previous deal now because I’d declined it which I hadn’t, the previous person disconnected the chat!

what has happened to VM. Nothing but terrible service this year from VM. I’ve never complained about virgin until this year. 

I hate doing things like this. I hope someone from virgin reads this and reaches out to me to try and resolve. 

[goslow]

If you have put in a disconnection request, then changed your mind and tried to renegotiate, the agents will respond with any offer(s) they feel they can get away with.

If you have had a year of terrible service from VM, and a painful attempt at renewal, why do you not just continue with your disconnection? Are you expecting the service to improve in the coming 18 months when you renew?

There are many recent reports on here of bonkers renewal discussions with VM. Some have reported that a decent renewal only came in after cancelling. Some have reported that no decent offer came after cancelling and that the customer left VM.

What prices and services are your alternatives offering? If you can live with the alternative choice instead of VM, save yourself some stress and let the VM cancellation run to its conclusion.

[Zach_R]

Hi @tonyecross_,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear that you're having some complications when discussing bundles with the team. Have you discussed and arranged a new bundle since your post? Our offers would be subject to change.

Thanks,
 

[tonyecross_]

No I haven’t. After spending over 2 hours discussing last night I lost patience with talking to you. 

How does an offer change in the space of just over an hour? You would think VM would want to keep long term customers but clearly you don’t care. 

[Zach_R]

Hi @tonyecross_,

It's a shame to hear that you feel this way. If you change your mind and you'd like for us to take a closer look at things, please respond to the private message that I'll be sending your way shortly.

Thanks,