Virgin loyalty?
 

Hi all,

just wondering what you think about virgin pricing policy.

My current package is

TV XL
BB 10MB
PHONE XL
V+
HD BOX

price =£53.90 after £22 loyalty bonus

now problem is after asking for an upgrade to 30mb bb my bill would rocket up to £70 . My complaint is a new costumer taking out the same package can get this for £64.33 after taking into consideration the first 3 month discount on a 18 month contract.So I appear to be losing my loyalty discount for upgrading. So any ideas on what I should reasonably expect to pay for the above package with the 30mb upgrade.

I have been a NTL/Virgin customer since 1997 so don't think this is a great way to be treated:mad:

Thanks

Re: Virgin loyalty?
 

phone retentions and state your case NOT customer services

this page as a guide

http://http://shop.virginmedia.com/bundles/tv-broadband-and-phone/phxl-tvxl-bbxl.html

Re: Virgin loyalty?
 

You have a £22 loyalty bonus which sadly has to be removed in order to upgrade and Retentions will just advise you of the same, you are not the first to post something similar and nor will you be the last.

Removal of your retention bonus just puts you into the correct pricing zone as per a new customer.

Re: Virgin loyalty?
 

Thanks for the replies

To be honest the most annoying thing at the moment, is they won't even price match a new customer bundle. so not only do i lose all my discount I then end up paying more than a new customer.
Retentions are now phoning me and basically offering different versions of the same deal as i now have booked a cancellation for mid January !!

Sad thing is i am happy with the service just feel frustrated there appears to be no appreciation of a customer who has been with them for fourteen years.


thanks again

Re: Virgin loyalty?
 

You will find many similar posts throughout this forum and all the other cable forums.

Re: Virgin loyalty?
 

All i can say to that is shame on Virgin.

Re: Virgin loyalty?
 

Is the £22 a month off not enough?

Re: Virgin loyalty?
 

That's my point I am losing all that discount for upgrading.

if they price matched a new customer bundle i would stay. but they won't even do that

Re: Virgin loyalty?
 

Try phoning 150 (virgin phone line) thinking of leaving us option i am sure if you are willing to be tied into a new 12 month contract they will offer you a good deal,ther key thing though is to remember you will be tied in just like a new customer.

I upgraded recently and got a cracking deal new 12 month contract though .

Re: Virgin loyalty?
 

Thanks for the reply Richard.

I am now at the stage where cancellations are phoning me.

But they keep offering the same deal or suggesting I down grade part of my package to keep the price down. When all I want is the same offer a new customer would get.

Re: Virgin loyalty?
 

Remember that you probably got the £22 discount for wanting to leave in the past and now to take up a new offer with 30Mb in the package they must remove the previous discount.

See if you can improve your TV or Phone package working around the new figure.

Re: Virgin loyalty?
 

Hi when you phone select i want to leave or are unhappy i upgraded to tivo cost extra £3.00 made my total £57.90 inc phone line plus ive got 30MB broadband no charge for box or activation. If you speak to the right person and they know what they are doing you do not loose your discount but they have to set up your package which means they have input the data on there system which is why some of the operators dont bother to much hassle for them so they fob you off and tell you will have upgrade to new package and loose your discount and star new contract.

Re: Virgin loyalty?
 

Not true. Customer Care cannot add "retention" codes to the system, only Customer Relations can do that. They are not being lazy!

Re: Virgin loyalty?
 

They price match with sky, and they know sky cant give you 30meg so there is no incentive for them to give you a discount

Re: Virgin loyalty?
 

Hi well not sure how they done mine buy i did not loose any discount when i up graded .