Well after 7 years with virgin what have i learnt and now its time to say goodbye

[Dave6018]

So, after seven mostly excellent years with Virgin, I'm saying goodbye. While the Super Hubs leave much to be desired, thankfully my own router has done the trick. Downtime has been minimal, so you might wonder why I'm leaving. It boils down to Virgin Media's lack of appreciation for loyalty. Why should a long-term customer pay £30 more per month than a new one?

After nine calls from the retentions team (the first a decent discussion, the second clueless about my notes, and the third prompting a "please don't contact me" request), I reached out on social media. Their response? Block the number! So, I called to cancel, and they assured me "no further contact" would be noted. A few days later, someone called even though I was told I wouldnt be contacted almost convinced me to renew for 18 months, but their inability to email the offer raised red flags. Trust lost, I declined. Feb 19th marks my departure. I do not want to leave but I do not want to be held to ransom. 

[John_GS]

Hi @Dave6018 

Thanks for posting and welcome back to the community.

As with all providers, we create introductory offers to new customers. At the start of all of our customer’s 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 also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any 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!

I'll send you a PM though to ensure you're not contacted by the team as I am sorry that was not seemingly done.

[LetMeCancel1]

Sounds like you managed to cancel easier than I did.  Hopefully the inevitable OfCom fine will make them look at their shocking processes 

[Dave6018]

No problem canceling, but the number of calls I have had about the package is unreal. If someone from Virgin said we will renew on the same package and cost, then I'd renew in a heartbeat. But it's not okay saying we look after new customers but not existing ones. Yes, your services are good, but I am not paying £300 more than a new customer per year. Just remember 100% of £80 a month is better than 100% of nothing. Then pay TV companies wonder why piracy is rife. I can go on any Facebook site and buy a Firestick with all the content at a fraction of the cost!! I said I would never do this, but with the lack of loyalty Virgin has shown me, why shouldn't I? My router supports VPN. I am in a three 5G area, and my 5G is between 500-600Mb. The only reason I didn't was because I am an honest person, but where is that getting me?

[Kath_P]

Hi Dave6018, 

Thanks for coming back to us in the Community. 

I can see you've already sent a private message to my colleague who is helping you to resolve this. 

We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

Thanks, 

[Dave6018]

Well, another issue has occurred. Why have I received a restricted service message? It is not my fault that Virgin does not accept direct debits over the weekend. My direct debit date is the 28th, yet it has gone out today. Please explain. If I have a missed payment on my credit report, then I will be taking legal action. I tried to call, but getting through to speak to someone is like pushing water uphill.

[Dave6018]

Well I had an phone call with the executive team and was promised a callback and so far nothing, so i guess i better start looking for a new provider 

[Sabrina_B]

Hi @Dave6018 👋.

Apologies you have not had your call back, there can be unforeseen circumstances that may delay any call backs. Can I ask the content of the discussion you was having with them to check up on any notes that may of been left by them.

Sabrina

[Dave6018]

Multiple calls by retention agents when told not to call. I was even told to block calls by the social team. He was looking at options for keeping me as a customer, but he is running out of time because I leave in two weeks and now need to sort out a new provider.

[Sabrina_B]

Thanks for that, I see it was with Zach who was trying to look at deals for you? The retentions team would be doing the same also, I can place a note on the account advising any outbound teams not to contact you if you wish.

Sabrina