Goodbye Virgin Media after more than 30 years

[VM_aka_BS]

After more than 30 years good broadband service but not customer service, I have finally left VIRGIN MEDIA  because I was told it was not possible to offer me the same deal as a new customer at £30 per month. My broadband only deal of £37 expired, I was then suddenly charged £60.75 for being out of contract. Had I not got an alert from my bank, Virgin Media would have slowly bled me to death. One email among many was sent but no follow up. As I explained to Customer No Support "how do you know the email was sent ?"......because our systems never fail....unbelievable and untrue. Should I not pay my bill an email would be sent then it would be followed up by a phone call from VIRGIN MEDIA . CUSTOMER SERVICE no 1 "the best deal I can offer is £48 per month". Why am I being treated worse than a new customer?" Off to retentions again. CUSTOMER SERVICE no 2 "sorry the best deal is £48 per month", OK I am leaving. CUSTOMER SERVICE no 2 " how about £37 per month?" Had you offered me this when my contract expired I would have said yes so I am still leaving". One day later I get a call from CUSTOMER SERVICE No 3 "as a valued customer we are sad to see you are leaving so how about we treat you like a new customer and charge you £30 per month?" Had you said that 24 hours ago I would have said yes. So NO I am still leaving. 2 days later CUSTOMER SERVICE No 4 calls. “How about we refund the amount above £37 that we charged you and now offer you the same service at £24 per month and give you 1 month free?”. Sorry VIRGIN MEDIA  you just do not get what good customer service is ........ You charge less to loyal customers not treat them as a money cow and milk them. GOOD BYE ! ! !  BTW I am getting a better service for £10 per month so your awful customer service did me a BIG favour     

[Neology]

Hi, Nice name...

I had this same issue a few years back, I wasn't happy with the way that existing customers were forgotton and I was on a rolling contract at this point.

They offered me a new deal however that tied me back into a contract.

I understand you're not happy about the service you've received, however, after "leaving" there was nothing stopping you from being a new customer again.

You've stated that you are now getting a better service for £10 a month. I cant imagine that its very fast, nor what your usecase is.  I hope that it suits your needs.

For me, in my area, I'm on 1gb Virgin media, if i was to switch to ANY OTHER PROVIDER, i'd be on 25 - 37mbit...
So they have the monopoly on me, but for my "loyal service" and being "milked" I also near enough get next day technicians when I have major faults.

Good luck to your future.

[jbrennand]

Just for info.... this issue is regularly discussed on here and best summed up in Andrew’s comments in message 6 of this thread....

https://community.virginmedia.com/t5/Community-Natter/New-contract/td-p/4888761

[VM_aka_BS]

😉 thanks re name. I was in the same boat in regards to switching .... no viable alternative. I am looking forward to prices tumbling at VM when 5G is everywhere. I have a 5G hub waiting for the imminent activation in my area but even on 4G I still get as fast as the VM fibre. And the new hub WiFi signal is far far better

[Neology]

While my hub was dead last weekend, I used 75gb of mobile data as a tether... 5G isn't the be all and end all. Hopefully, it works for your needs.

[VM_aka_BS]

Currently only on 4G which is more than fast enough. 5G roll out is happening where I live. I have 4G/5G hub with unlimited data without  "fair usage" throttling so no need for a phone.

[VM_aka_BS]

My speed now and no BS