No rewards old customers
 

How come all the best deals go to new customers, I have been with Virgin for over 15 years its, about time they started giving some rewards to there loyal customers.

Re: No rewards old cusomers
 

Firstly VM hasn't been going for 15 years.

Secondly I started out at 51Kbs BB which was then upgraded for the same price to 2MB which was then upgraded for the same price to 10MB.Seems as a long standing loyal customer I did get some reward..;)

Re: No rewards old cusomers
 

Re: No rewards old customers
 

it is very bad customer service indeed... lets hope competition comes out very soon.

Re: No rewards old customers
 

There already is competition.

Re: No rewards old customers
 

Have you rang up and enquired as to any offers they can give you at all, calling in is the best bet everytime.:)

Re: No rewards old customers
 

kenneth, as masque states, ring up and ask to talk to retentions - explain (nicely) how you feel, and they may be able to help (depending on the services you have and your history with the company).

I did this two weeks ago, and got a £7 reduction and a BB upgrade from L to XL - I pointed out that I was paying the same as a new customer who could get 20Mb for the same amount (I had TV XL, Phone XL, BB L, V+ and an additional V box); I also pointed out that the same (roughly) package on Sky was about £5 cheaper for comparison purposes).

It never hurts to ask (again, nicely), and if you don't get what you want, you can always apply the Market Forces philosophy.

Re: No rewards old customers
 

He and got a nice new shiny router as well.;)

Re: No rewards old customers
 

erm, no - just the a new modem (but really not bothered, as I didn't have to reconfigure the two I have already).:)

I checked with Cust Svcs, and I was only due a modem - strange that the 20Mb activation makes you download a file for the router, though.....

Re: No rewards old customers
 

I remember I said ring back for it.;)

Re: No rewards old customers
 

I remembered, I did, and I was told I wasn't due one......;)

Re: No rewards old customers
 

Dear me some staff do not have a clue as you upgraded you should have received the hub if not you should have then received a router.:erm:;)

Re: No rewards old customers
 

i was also told when i moved house that i was due a router . but didn't get one boo hoo

Re: No rewards old customers
 

I've been with VM since the beginning (and NTL before that) and ring up every 12 months to speak to retentions to see what deals I can get and am always offered a good discount if I take another 12 month contract.

Re: No rewards old customers
 

I was with ComTel, who became NTL who became VM.

As a long time customer I have found you are offered nothing - but when you call and ask they nearly always give you something. There is a limit to the number of things they can offer you - but they seem happy to have one discount or another running nearly all the time.

You don't get if you don't ask!

Re: No rewards old customers
 

Try ringing in and asking about it.

Re: No rewards old customers
 

Yeah.. VM are more than happy to discuss your account and give you the best option for you. :)

Re: No rewards old customers
 

NO, L to XL upgrades are not entitled to the hub, only new customers or customers taking Internet as a RGU are entitled to the hub

Re: No rewards old customers
 

Ahem, http://allyours.virginmedia.com/html.../wireless.html

Re: No rewards old customers
 

If you ring in and get upgraded from L to XL you will receive from us a VMD280 hub as part of the upgrade via HDNL, if you request an engineer visit to upgrade you then you will still receive the hub, any engineer that does not fit the hub on a upgrade is not following process.

Re: No rewards old customers
 

Tell the engineers then, I have a bloomin piece of paper saying otherwise!

Re: No rewards old customers
 

It says so on Ben's post and the customer is told that they are getting the hub when they choose to upgrade, so your managers are giving you duff information which is liable to blow up in yours and their their faces.

I find it strange that we have been supplying these hubs for more than 3 weeks and your managers are giving you guys instructions to fit modems and routers, someone in your management team will be for the high jump.

That piece of paper cannot be official in any shape or form.

Re: No rewards old customers
 

To be fair an engineer will never be involved in an l to xl upgrade, 99% will be quickstarts.

Re: No rewards old customers
 

Thanks for the advice I will try calling up & see if I can get a better deal.

Re: No rewards old customers
 

Very likely but you should now be installing just hubs as per process on standard installations not just clearing any stock of modems and routers which sounds more likely.

Re: No rewards old customers
 

I'm slightly confused (not hard) I've just been reading the electric Virgin Media mag which gives ofcomms broadband results and Virgin are offering to waive the £40 installation fee if you upgrade to 50meg BB. It only mentions a wireless N router nothing about a hub

Re: No rewards old customers
 

That is because the is no hub for 50Mb.

Re: No rewards old customers
 

Hi, I read posts on this thread with great excitment!
I am coming to the end of a 12mth contract with VM and am thinking of trying another provider for my media services, so when I read of what people had been offered I thought I would make the call and see what was on offer for me who has been a customer from NTL days.
My current package is nothing flash, L B/B, M+ TV and free evening and weekend calls but that is along story, due to moving over seas and canceling my previous XL package including V+ box then losing my job and returning back to the UK and being out of work for a while (thats the short version)
So I rang as I have looked at what SKY can offer. The gentlemen I spoke to was polite but seemed very uninterested and from the start I felt this was not going to go as I had hoped.
He did advise me to keep my landline as it is, but suggested I upgraded my B/B due to the isuues I am having with speed when the family are online as well as upgrading my TV to the XL package which was all very appealing but this was all extra cost to me. No offer of V+ box unless I paid an extra £10 a mth plus installation on top of the other extra fees for the package and when I enquired about the HUB with the 20Mb B/B he said they where exactly the same as the netgear router I currently have just in a different case.........Not the way it reads on the website!
So I didn't agree to anything extra as I wasn't actually getting anything extra unless I paid for it. I wasn't expecting it for nothing but had hoped a fair competetive price would be offered.
So I'm still no further on but will make the call to SKY and see what they have to say and after many years will probably make the move as the saving adds upto quite a bit.:knock:

Re: No rewards old customers
 

Just a couple of things...

You are not going to get more for less than you are already paying, thats just not going to happen, as you have found out.

Due to your current spend with VM, you are at the lower end of the scale for retention offers as there isn't much more discounting they can do.

The V+ box is £10 per month for customers on the lower TV tiers as again your spend is too low to make it viable for the business. TV XL gets V+ free.

VM have to purchase, maintain and service the equipment and if it breaks down it will be replaced.... and after that try and make a profit :)

It will be interesting to hear what Sky can offer you.

Good luck :)

Re: No rewards old customers
 

Yeah as I said in my post, fully understand wasn't expecting more for less thats a no brainer but I was looking to upgrade broadband and TV depending on the price. There was no offer of HUB even when I asked (which according to your previous post is standard issue) and I was then going to be charged for the V+ box. I felt the deal wasn't that good based on what new customers are offered, back to customer loyalty I guess!
So what you are saying then is to get the best I need to upgrade to a better package for another 12mths then ring and ask for a deal which I will get and that price reduction will probably re-emburse me for the higher payments over the last 12mths...Think I understand?

Re: No rewards old customers
 

Done an upsell to xl broadband but no mention of the hub, no job on PDA, maybe it only applies to QuickStart

Re: No rewards old customers
 

Just been on the phone to see if i could get any incentives to stay on another year and for being a long standing customer,was telewest for years before virgin took over.

I'm currently paying £82.99 for this lot per month:

XXL Broadband
XL TV
XL Phone
V+ Box
V HD Box (HD Activated)

Before ringing i put my package into the build a bundle and it came to £71.50 so i'm paying £11.49 more than its qouted there.

I asked if they could match this price and was flatly refused because when i signed up for the V+ Box back in 07 it was £10 a month whereas now its free.If i paid a one off £65 they would scrap the monthly £10 fee but i said no to that.

Asked if there was anything else they could offer me as a incentive alls i got was the offer of Sky Sports 1 for 1 month i just said no thanks and went.

A tad disappointed.

Re: No rewards old customers
 

are you still paying £10 per month for the v+box if so,
then you pay the £65 and no monthly bill for it saving £10pm .:)

Re: No rewards old customers
 

You'd think all those £10 would mean they have made enough from you and let you have the online price

Re: No rewards old customers
 

i agree ! but if your stuck with the package a £10 saving is better than nowt.
he can always tell them that he going to downgrade to a sd box.
as he already has V HD Box (HD Activated)

Re: No rewards old customers
 

Just got a deal myself . also a long time customer (years out of contract).

My intention first was to ask if they could send me a free router .. apparently not , but the nice lady (english!) said if I upgraded to the 50meg service a wireless N would be thrown in free , they would waive the £40 instalation fee , but there would be a one-off connection charge of £20 .. and my monthly bill would go down by £2!!

I think there is a web page about this deal for existing customers on the Virgin web-site somewhere .. but my bill actually going down was a nice surprise!

The rest of my package btw is standard phone line + free TV with it .. the only downside is being back on a 12 month contract , but that's no real problem for me.

It's being installed tomorrow .. so nice one Virgin! :clap:

Re: No rewards old customers
 

Just been back on the phone and asked how long i had been a customer and its been 17 years then asked what the procedure to leave was.


Was asked why i wanted to leave as i had been a customer for so long and explained the situation i wasnt happy with and they basically bent over backwards for me and apologised for the response i got last week when i called.


I would of been more than happy to have a package for the £71.50 but its now actually £67 so over the moon with that.

Re: No rewards old customers
 

I too have just been on the phone to them and i'm so glad i did call. I won't bore you will all the long story but i'm going to be moving onto this package on the 7th oct.

50Mb free install / free router and wireless dongle.
TV M+
Evening/weekend phone pack

Total approx £55.19pm

I am currently on..

20Mb
TV XL
Evening/weekend phone pack

Total approx £59.50

So i'm dropping the tv pack down to the lowest but i'm not too bothererd about that as i don't watch much tv anyway. So i'm getting much faster broadband(and hopefully soon a much higher upload) for about £4 less per month than i'm currently paying.. woohoo !!!

A massive hug goes out to the ladies in retentions who sorted out all my problems today.. thanks girls you're the best !!!

Re: No rewards old customers
 

I've been a customer since the days of Nynex and Cable & Wireless. Earlier this year I upgraded from 20Mb BB to 50 Mb BB and was told that I would get a new Modem, a Router and a USB wireless thingy for use with a laptop or whatever.

I received the Modem and Router but have never received the USB wireless thingy. I've phoned up several times to try and get this sorted, and each time I'm passed from pillar to post, and promised that I would receive it in the post with 5 working days. Last time I phoned about this was about a month ago, and guess what? Still no USB wireless thingy!! How can these customer service personnel tell such blatant lies all the time.

Anyone here know who or what department I should contact to get this sorted please, as I'm getting a bit annoyed with the bull crap promises with no result forthcoming.

I've been a reasonably happy customer for may years now, but this particular situation is getting beyond a joke.

50Mb BB
V+ Box
M+ TV
Phone (Landline which I don't use))
Virgin Mobile

Re: No rewards old customers
 

I bet you'll get the wireless 'thingy' and then leave it in a drawer. Most folk don't use it :)

Re: No rewards old customers
 

I never recieved my wireless adapter when i had 50mb put in over a year ago and whilst on the phone to retentions a week ago i mentioned this and was told one would be sent out so hopefully i'll get it soon.

Re: No rewards old customers
 

I'm not most folk, and I need it, thanks.

Re: No rewards old customers
 

I find that it is mainly PC users that use the adaptor and some even next to the modem.:erm:;)

Re: No rewards old customers
 

No problem

---------- Post added at 11:02 ---------- Previous post was at 11:01 ----------

http://cgi.ebay.co.uk/D-LINK-DIR-615...item1e5e66c85b

If find they sometimes go here too! :)

Re: No rewards old customers
 

Cant say I've never plugged my D-Link in and set the adapter up just to see the speed from 4 inches away! :angel:

Re: No rewards old customers
 

Well, it's really nice to hear your stories of how you don't use your USB adapters, but I intend to use mine in an old laptop in another part of the house from my router, or in the car's PC for transfering some mp3's or any other files I might want, and also to be able to browse the net on the laptop.

All this of course, if after my third call to VM (this time retentions) the promised adapter actually turns up.:rolleyes:

Re: No rewards old customers
 

That's because your not 'most people' :)

Re: No rewards old customers
 

Well as it's been said many many times. The best course of action is to ring them. Which is exactly what i did today.

What i was on =

10Mb BB
M+ TV with V+ Box
Evening & Weekend calls
All come to around £50 per month.

After speaking to a very nice CS guy called Alan i was able to get =

50Mb BB
M+ TV Pack but on Standard box (Never used the V+ features anyway...)
Evening & Weekend calls
All in for £39.99 per month :shocked:

Edit: Oh and Alan even wavered the £40 installation fee. What a guy! :D

Re: No rewards old cusomers
 

As far as I am concerned, I have been a cable customer for over a decade also. It just happens to have the Virgin Media brand on it these days.

Re: No rewards old customers
 

Got my new bill today and guess what? No discount on it, was supposed to be £68 (as promised) but it was £78.

Rang retentions back and spoke to someone who said no way could it of been dropped to £68 and the best he could do would be £75. Asked to speek to his manager and he refused.

I then rang back 10 mins later and spoke to someone else who got his manager to waive the £10 v+box monthly fee which ive been paying for more than 3 years to bring my price down lower than what a new customer would be paying.

I sent a email to Neil Burketts office and had a reply within a hour and a phonecall an hour after that confirming my new monthly price and apologising for the cockup.