General Contacting VM

gemma307 · 04-12-2013, 14:29

Just tried to reach VM to discuss the letter that I have just recieved about the nearly 7% increase to my bill from feb next year, sat through the options but can't work out which number to press, what gets you through to a CS rep?
thanks

Kabaal · 04-12-2013, 14:35

Option 5 then 3, that'll take you through to retentions/

gemma307 · 04-12-2013, 14:38

Quote:

Originally Posted by Kabaal

Option 5 then 3, that'll take you through to retentions/

Thanks not really looking to leave but looking at the offers that they are currently running makes me wonder why I have to pay 7% more.

ocav · 04-12-2013, 14:52

Quote:

Originally Posted by gemma307

Thanks not really looking to leave but looking at the offers that they are currently running makes me wonder why I have to pay 7% more.

They will be the best people to talk to even if you don't want to leave, they may be able to find a way to make the price increase disappear!

gemma307 · 04-12-2013, 14:57

Quote:

Originally Posted by ocav

They will be the best people to talk to even if you don't want to leave, they may be able to find a way to make the price increase disappear!

Thanks for the help, just contacted them and are now relativly happier, as you say its magic

scollie · 04-12-2013, 15:05

Is 150 option 5 then 3 still the number for retentions?

I just rang 150 and was given the option of 0 for mobile queries or hold the line.

After holding the line I was given 5 options and number 5 was for moving house.

Option 4 was for changing services and I tried that followed by 3 for changing more than 1 service but the waiting time was too and I eventually hung up.

However this doesn't seem like the way through to retentions, so can someone confirm the options to get there?

Thanks

montehampster · 04-12-2013, 15:10

Not its not "magic" its a pain in the rear end.

You should be charged the "going rate" for the service(s) provided and not have to spend time and effort renegotiating every time there is price rise. If Tesco put up the price of beans you either buy the beans or look for a cheaper alternative at Lidl etc you certainly wouldn't haggle to get the price reduced.

Those poor customers who may not not be savvy enough to visit online forums end up subsidising others.

As the old adage goes "there is no such thing as a free lunch" and in Virgin's case no such thing as a "free doubling of speed" or "free BT Sports". It comes at a price and there is nothing wrong with that just be open and above board about it.

For many these ridiculous price increases are self defeating as some leave, some downgrade and some reduce their package to pay a similar or even lower price.

johnathome · 04-12-2013, 15:11

Pick the option for moving house, you will know which one to pick when you get the next set of options.

scollie · 04-12-2013, 15:15

Quote:

Originally Posted by johnathome

Pick the option for moving house, you will know which one to pick when you get the next set of options.

Thanks for the quick response.

I don't have time now so I will give it a try tomorrow and see how I get on.