pricing

2 Topics

Contract renewal 2024
Hi, im not sure if anyone can help, but I’m just after a bit of advice / guidance really. i have been with VM for just under 4 years, using for broadband only. I’m currently on the 1 gig plan and my contract is due for renewal in Aug. I have received my renewal offer email and this is slightly more than I am currently paying. I tried on several occasions to use the online chat system to see if any deals available, but got disconnected on both tries after a lengthy process of transferring and waiting. So I tried ringing the 0345 454 1111 number and got through to retention’s and a very unhelpful gentleman. Ive broken down below the info I have on prices etc; curreently paying 46.24 Renewal email offer 48.24 Retentions phone call offer 62.00 New customers are being offered the same package for 40,00 or 39.99 with an o2 sim. sky are offering a similar speed (900mb) for 43.00 I raised a complaint after the call, as I found the agent to be belittling and at times condescending, but this doesn’t appear to be very helpful either. VM emailed this in reply, “unfortunately, we will not be able to offer the same package as the new customer because they get a promotional discount at the point of joining Virgin Media, as you would have gotten while joining us and post that it will be a standard discount for the customers”. Although I understand this principle, it doesn’t really give the impression that VM have any interest in retaining customers or appreciate loyalty. What should I do? Leave and rejoin in 18 months? Take the slightly higher renewal offer and then another price increase in April? I normally would cancel and move to another supplier, but due to a family members current health condition, I really can’t risk being without any service during switch over and could do without the hassle at the moment to be honest. sorry for moaning, any help very much appreciated. thanks
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Hobnob78
2 months ago Place Community Natter
2.2KViews
1like
6Comments
Virgin's inflexibility with pricing for loyal customers
I've been with VM for around 20 years, and every contract renewal have a similar conversation about pricing for existing customers and why they continue to penalise me over new customers. This year I wanted to drop my landline (it's not a landline anymore so pointless really), stop the TV service (which I have never actually used) and go from 500MB to 1GB service. The cost for a new customer taking 1GB broadband only is £42 a month, for 18 months. When I called Virgin, the cheapest they could get it for me would be £68 a month! Even to renew my current package would be £51 a month, which is still more than the new customer and I would need to take an 02 contract out as well at a minumum of £5 per month. Sadly I have given my notice to Virgin, I cannot agree with a 50 per cent penalty for existing customers, but I really do not understanrd this instransigence. On the other hand, my area does not get any other FFTTP until Dec 2026, so I might end up takiung out a new contract in my wife's name, I assume VM does not care about that, as long as they get the business?
rogersbuk
12 months ago Place Community Natter
4.7KViews
5likes
8Comments