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COMPLAINT - Complaint reference: C-010622750

My 18 month virgin media package ends 4 July 2022 and have been a loyal customer of Virgin media for many years.

I phoned the retention dept this morning (1 June 2022) to try to renew my package. However, please note from my records, I have had quite a few issues with connecting / fall outs and still do. On top of that I was told when I moved to my late mother’s house on 8 December 2021, they accidently put me on a new package without me knowing. This, im told, has been rectified so that my original package finishes in July 2022. They apologised for both issues but do hear the recording of our conversation this morning.

So taking all that into account, I was informed I could renew for £85 for the next 18 months which i think is completely shocking. I did not say i was going to complain on the telephone but after our conversation, I thought it best to complain and if I did not get anywhere, Sky have contacted me with a good package. I know Sky are good as my late mother was very satisfied with them with TV/Broadband and phone package.

So do take the above issues into consideration and if you want to keep me, please give me a fair monthly figure (including vat) to renew my package. Do note im still having intermittent issues as well so im giving you a chance to retain me as a customer.

I await your reply.


Forum Team
Forum Team

Hi @vivienne0071
Welcome to our community forums and thank you for your first posts.

Sorry to hear of the issues you have been having with your service and that you are unhappy with the offer given by our retentions team. We would truly hate to see you go. Our team here is unable to discuss package deals and discounts however you can find our latest deals here If you wish to discuss this further with our team, please call on  0345 454 1111 or text +44753 305 1809 who can discuss package deals and discounts.


Forum Team

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