[jem]

Originally Posted by Carth

I'm still with VM, mainly because of the 'deal' they came up with after my last moan.

I was checking old VM bill emails earlier, oldest I have is from 2013 and it was £42 a month.
Fast forward to 2026 and I'm paying £51 a month.

I'm probably not the only one with a similar scenario.

For my bill to only rise £9 over 13 years, VM are either making a shed load of money somewhere else, or are quite happy to run with mounting debt just to retain customers . . which, to me, isn't going to last.

Carth, did you call up at the end of your contract minimum term and negotiate a ‘better’ deal? Did you threaten to leave?

Historically VM’s modus operandi has been to lure new customers in with cheap offers and then rely on the majority not wanting to go through the pain of threatening to leave, find another supplier and then actually cancel - because that tends to be the only way of getting a cheaper price.

---------- Post added at 20:26 ---------- Previous post was at 20:11 ----------

Originally Posted by Paul

Price was exactly why I left them as well, they wanted to charge me over £60 a month for BB, while offering it to "new" customers for about half that.

Zero reward for loyalty, and dreadful CS, its a wonder they only lost 33,500 in the first half of 2026.

It’s something I used to state on the now defunct (never to return) VM community forums. What you see as ‘loyalty’, they see as ‘mug’.

There is no such thing as loyalty to a brand or supplier, a person may stay with a supplier because the service is good and the price is acceptable - but what when it isn’t?

VM’s model was always to get new customers at a low price - it has long been assumed that VM made a financial loss on new customer pricing, but relied on them not being inclined or bothered to leave or renegotiate when the minimum term was up and the price increased enormously.

Their legendary CS provision? Yes widely regarded as being the worse in the industry - only recently did they admit, that 'yes, our outsourced call centre staff were actually incentivised to put the phone down on people trying to leave’, but the point is, it’s all outsourced - nothing to do with us guv! The one bright spot in the stygian gloom of VM’s excuse for a customer service provision were the community forums - so obviously they had to go!