Your package is going up - but also, staying the same :) Mates Rates confusion

[jwintermute]

Hi all,

I had an email from Virgin telling me that my contract was coming to an end, and thus my discount, and that the price of the package would increase - by 76%. The very next sentence is:

As you are on a My Rates/Mates Rates package, if you decide to keep the package you’ve got, your discount will remain in place on your account. And nothing will change, including your payments, so no action is needed.

Forgive my ignorance, but doesn't that imply that the package price will not increase? I looked at my latest bill, which goes past the end of the contract, and the price has indeed increased.

I called VM, but they knew nothing of the email, and offered me a new package that was 30% more expensive, with faster speed and more channels - which to be honest, I don't really need. I was happy with my existing package and cost.

Any advice on how to proceed? I feel that VM have told me that my price won't increase, so I really would like to hold them to that. or have I misunderstood the email?

Many thanks in advance!

john

[Matthew_ML]

Hey jwintermute, thank you for reaching out and I am sorry to hear this.

I have taken a look at our side and I can see you've spoke to the team about this, did they manage to help at all? 

[jwintermute]

Hi Matt, thank you for your reply.

I did talk to the team but they did not understand, and seemed to be unaware of what the Mates Rates was about, and so only offered a new contract. I took this, but I think I was a bit hasty and now I'm not really happy that I've ended up paying more for something I don't really need (the extra speed and channels). I was happy with the existing package and price, and the email from VM suggests I could carry on with this if I did nothing.

I wonder if I should cancel the new contract and start again? Who could I talk to that understands the Mates Rates?

[Matthew_ML]

With the Mates Rates its just a discount we would add on thats all.

If you cancelled you would need to at least 30 days and get the person who put the mates rates for you to do this again its something you can't sign up for on the website.

So just to make this clear Mates Rates discount is just a discount / promotional code we can put on most likely we offer all the discounts we can do, there isn't a discount that just exists for this if you know what I mean.

If you want we can look at seeing what deal I can get you?

Let us know, 

[jwintermute]

Hi again Matt,

Thanks for the informative reply. The message in the email is a bit misleading, it does suggest that the payment won’t change. Oh well… worth a try 😊

I’m very much interested in seeing what deal you can get, thanks so much for the offer. I was happy with the package I had, and wouldn’t mind if the TV was dropped to the most basic. I really don’t need 500mbs and all the cinema channels 😆

[Matthew_ML]

No worries let me send you a PM and we can take a look.

I can't promise what we can get you but we will take a look 🙂