Badgered for a month to renew, and then the price suddenly jumps up!
Afternoon VM community - is anyone able to assist with some guidance please? My current VM contract expires soon which I would like to renew. I started receiving calls from Virgin Media (0800 052 7551) back on September 10th offering me a new contract. I was abroad at the time, and asked them to call me back in 2 weeks time - but the calls continued every 2 days religiously. I eventually spoke to someone from the same number on Monday 29th September and was offered a contract renewal at £77. I was actually quite impressed by this price as it is extremely close to what I currently pay, but I said I would need to check with my wife before committing and asked for a call back in a couple of days. The chap on the phone also mentioned that if we had another discussion with less than 30 days on my existing deal, I could potentially get an even better deal which sounded amazing. The return call never came and this fell to the back of my mind. I remembered yesterday that my contract expires soon and jumped on the app to renew. I went through an online chat, went through all of the security stuff and spoke to someone who was completely unable to help renew. What's the point in being pushed to use the chat rather than phone, only to be told to phone anyway?! I then called 0345 454 1111 as instructed and spoke to a lady who informed me I had failed the security checks .. despite them being exactly the same as the ones I had just filled in online. Eventually she spoke to me and offered me a renewal price of almost £150!! Double what I currently pay. After 15 minutes of going around in circles with her, I was transferred to retention level 2, and painfully went through my story all over again. This time I was offered a price of £115. Still not even close to the £77 I was offered on the 29th. I was told there was no record of the conversation happening on the 29th September, or any of the calls for the weeks before despite them being in my call log, and the message at the start of those calls stating "all calls are recorded for training purposes". I was asked to call another number and speak with another team as apparently the sales team could possibly offer me a better deal. I asked for the number to be sent across to me via email.. and subsequently received 32 emails from VM! Everything from my VM being cancelled to a 360 upgrade and everything in between. But no number to call. Can someone sensible please contact me to discuss my contract renewal? So far the service has been bloody awful and has only demonstrated a huge lack of competence :(