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Virgin refusing to honour offer price

FatherMagoolies
Tuning in

A few days ago a friend and I received an email offering 1GB connection for £44.80 per month on an 18 month contract. He went ahead and has now upgraded to the new deal. I came to do it today but seem to have deleted the promo email (my bad). I went on live chat and the retention guys flat-out refused to apply the promotion. Instead they’re trying to sell me TV and phone packages with 250mb internet for around £60 a month. I don’t need the phone or TV, just the 1GB connection that we were offered by email. The best price they’re prepared to do this for is £62.00 per month. I’ve even sent them a screenshot of the promo email from my friend’s email account and a screenshot of his Virgin account screen showing the promo having been applied, but they refuse to offer me the same deal, even going so far as to say it doesn’t exist (are they accusing me of forging the screenshots?!). 

Any advice? We’re both existing customers who are (were in his case) out of contract and I refuse to pay £17.00 more every month for the same service. 

13 REPLIES 13

goslow
Alessandro Volta

Don't think there is too much you can do if you no longer have your own email to initiate the discount.

VM's offers are always 'of the moment' and the aim of VM's agents is to extract as much money as possible from each customer via individual pricing, even for the same package.

sayekm
Fibre optic

Maybe I misunderstood but your mate out of contract but your still in contract. If your still in contract then you don't really get an option.

When you're out of contract you are treated really well by Virgin as they don't want you to leave. Not much you can do until 30 days before end of contract.

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newapollo
Very Insightful Person
Very Insightful Person

Hi FatherMagoolies 

Check your deleted emails folder, it may still be there and then you can move it back to your box.

Most deleted emails stay in the deleted folder for 90 days unless specifically set to empty before that period, or if the deleted folder is emptied by the user.

Dave
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Ah, no we are both out of contract (I’ve actually been out of contract for the last two and a half years according to the retention guys).  

sayekm
Fibre optic

In that case you will need to play their own game and give 30 days notice to leave and ignore the BS offer you get at this point. Wait for call back from retentions team as these guys will go extra mile to stop you from leave.  Those guys will give you 1Gb for £45 depending on your negotiation skills.

Or try for M500 for £35 and purchase a £7 O2 SIM.  The package will be renamed as VOLT and internet upgraded to 1Gb free of charge.

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Hi @FatherMagoolies 

Thanks for posting and welcome back to the community.

Were you able to find that email in your deleted folder?

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi John,

No, my deleted folder seems to be permanently empty. I did speak with Virgin on Saturday (they called to offer me the same TV and BB deal that I declined the other day) and the advisor said he would re-send the promo email. Not had anything through yet though. Why does it have to be so complicated?

I am not sure about that promotional email but in order to help further we would need to have the original offer sent through. You can also call the retentions team on 150 / 0345 454 1111 option 4. 

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

I’ve spoken with Retentions and they’re only prepared to offer the 1gb connection for £62 a month. I really don’t see why I should be paying £18.00 more for the same deal. To be honest, Hyperoptic are doing a 1gb connection for £42 a month on a 24 month contract, so as much as I don’t want the hassle of having to switch, I’ll probably have to go with them.