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Why is Customer Service So Bad When Renewing

Stanl
Dialled in

NTL World founded in 1992 and I joined in 1995 so I’ve been with them for 29 years apart from one when I joined Sky.

After 28 years you’d think there would be some respect for the amount of money I have spent with NTL World, now Virginmedia, but that is way too much to ask for or expect 

Just blatant lies once again at renewal time.

2 days ago I spent over an hour on the phone trying to get my contract renewed with a Retentions Agent until we reached a price that was within touching distance so to avoid being charged £137 for my package, and because I was going on holiday for 2 days, I asked to go ahead with the cancellation but wanted time to think about the offer and make a final decision before I was disconnected.

I asked specifically asked that if I changed my mind would the offer on the table still be available and could the agent email me confirmation of the offer.

The agent quite categorically said YES and YES to the offer and the emailed confirmation.

What a pack of lies………

I got an email and text shortly after telling me that I’d been disconnected and that packaging was being sent to return my kit to VM and if I didn’t I would be charged for it.

As I was away on holiday for 2 days, which is why I’d asked for more time, I rang back today to check my Id had the email and  this to confirm I wanted to check one thing before confirming my requirements for the next 18 months.

The agent on the end of the phone said that it had been a one time offer telephone offer and no longer available, he then quoted me a new price and I hit the roof it was circa £20 per month more than Monday’s price.

I explained what had happened and all I got in return was ‘it was a one time offer sir’, ‘it was a one time offer sir,’ ‘sorry sir it was a one time offer’ there’s nothing I can do.

I thought I was talking to a parrot not a human and I was sooooo angry.

I asked to be put through to a manager/supervisor and I was told that they wouldn’t do anything differently to what he had done.

So basically he refused to follow a standard procedure within any customer services industry.

Why do these people just blatantly lie, why couldn’t I speak to the manager? After all a manager agreed to the offer made on Monday to be left open.

So who’s lying?

Monday's Agent?

Monday’s Manager?

Todays Agent?

I don’t know but one of them is that’s for sure but will this despicable bunch ever be honest enough to own up?

I doubt it, but you never know.

At the moment I’m being disconnected on 13th August 2024 unless there is a manager out there with some gumption who will read this and own up to the mistake and treat me fairly.

I had the same fiasco 18 months ago where VM messed up my new contract and it took 6 months to sort it all out.

Come on VM read this post, show some decency and respect for long standing customers for once instead of focusing on new customers only.


I think I’ve earned it after 28 and at least deserve the original offer on the table to be honoured.

what do you think VM Community?

 

19 REPLIES 19

goslow
Alessandro Volta

Surprising you would wish to continue with VM under the circumstances.

What other provider options do you have available to you?

Why not start looking into those and wait and see if VM retentions decides to give you a call (having marketing options on in My VM is recommended to allow the call to take place)?

Cardiffman282
Problem sorter

Andrew's response to you 18 months ago is a classic. If anything things have got worse since then https://community.virginmedia.com/t5/Forum-Archive/Terrible-Customer-Service-Once-Again/td-p/5199862

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Cancel VM here
Complain to VM
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Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

I’d completely forgotten about the episode with my father in law.

They were really good with him this year and I’ve just renewed his package about a week ago.

The lady on Monday was helpful but it’s just the liar I dealt with today thats the problem,

My wife heard the call on Monday and today and I had to ask her if I dreamt it all.

Just so full of it it’s unbelievable.

Starting to shop around at the moment.

I do have a few options on the TV front because VM are just rip off merchants now.

They are using TNT as a con trick to get more out of you which is a bit pathetic.

This guy today just said that the disconnection has gone through and no one will be getting in touch in the future. And I must have heard sorry half a dozen times and refused to let me speak to a manager absolute plonker.

unisoft
Knows their stuff

@Stanl wrote:

I do have a few options on the TV front because VM are just rip off merchants now.

They are using TNT as a con trick to get more out of you which is a bit pathetic.

This guy today just said that the disconnection has gone through and no one will be getting in touch in the future. And I must have heard sorry half a dozen times and refused to let me speak to a manager absolute plonker.


If your marketing is enabled, they will likely text you or ring two days before disconnection, if they don't ring initially within 72 hours. That's how it usually works. You have to make contact via the number in the SMS if its a text sent,  as standard customer services cannot apply any offers in those type of SMS sent.

Went to check and it’s asked me to change my email address so going to sort it soon

Hey Stanl, thank you for reaching out and I am sorry you feel this way.

Regrading TNT sports we had no option to do this sorry, it wasn't down to us.

Do you still need some help with this?

Matt - Forum Team


New around here?

I need help because at the moment I am being disconnected on 14th August 2024.

I have raised a formal complaint with VM regarding being lied to by your agents and the lack of yesterday’s agent failing to follow your internal procedures by refusing me access to his immediate line manager.

It’s been a bit of a shock to discover the way VM deal with long standing customers as opposed to new customers.

TNT is just an excuse to get more money, I have it now and I would like it when I renew but what changes between 13th and 14th August? 
A £25 increase that’s what…….

All I wanted was a couple of days to consider my options and VM just cut me off and lied.

Not that happy but would prefer to speak to a competent senior person with VM to explain properly as opposed to blurting out my issues on the forum.

Trouble is your agents are predominantly from Asia and read a predetermined script design to wind people like me up.

Please give me the respect and service required and arrange for someone to ring me on my preferred contact number (mobile).

So just to confirm you are looking to stop this cancellation for a few days and then re put this in afterwards?

What exactly are you looking for sorry? 

With TNT sports we have no control over this its just an add one sorry, we cannot help the pricing of it either, this is not down to us.

 

Matt - Forum Team


New around here?