TiVo lil help please if you can

Bowie · 27-05-2014, 19:18

Hi,

I have been in a contract now for about 6 months now and it's jump up in price and it's really expensive, I only really use the Internet and i have tv, phone and broadband. Do you think I would be able to make a deal with virgin media and just move to broadband only and only pay the cancellation fee for the phone and tv?

I don't know if this is the right place to start this topic but just thought I'd try

MalteseFalcon · 27-05-2014, 19:46

Try retentions, 150 option 5 then option 2. Might get a good deal through them.

RobboEdin · 27-05-2014, 21:11

Eighteen month contracts with half price for the first six months do jump up in price after six months.

Hopefully Virgin Media will ask you to meet your minimum commitment.

Ben B · 28-05-2014, 11:25

Early disconnection fees for individual services can be found here http://store.virginmedia.com/the-leg...tion-fees.html

Bowie · 02-06-2014, 00:43

Just wanted to give lil update.

The first women was outright lying to me and when I question on her own logic she quickly passed me through to customer relations and where I was greeted with a man that sounded like he wasnt even awake or depressed even and i explained my situation and ignored it. Just simply sayed so how can I help you and I asked him could.you cancel my phone and tv he offered me a £5 reducing but only if I signed up with direct debit, I quickly responded with yes I know I can get 5 reducing with DD but I wish not to and said again to terminate my phone as my tv doesn't.cost anything to terminate but my phone does. So he sayed ok it will be terminated on sayed date and i will recieve a package to return the tivo box with i.sayed thank.you and have a nice day

It got reduced and i got.to keep my broadband.

Mixed customer service but the women annoyed me but she is only doing her job.

RobboEdin · 02-06-2014, 09:34

Have you had your first bill since these changes?

Hopefully there will be a large set of penalty fees for failing to meet your commitment to the contract you put in place.

It's time that ALL companies made customers comply with the terms of contracts.

In your case, Virgin Media gave you a reduced price for six months in return for your business for 18 months. You have failed to meet your commitment and, as a customer of Virgin Media, I want you kept to your contract.

Your failure to pay revenue to Virgin Media for 18 months costs me and all other customers money.

MalteseFalcon · 02-06-2014, 09:54

Just out of interest, not meaning to be rude or cause arguments, if you only wanted the BB why take out the phone and TV as well?

martin201002 · 02-06-2014, 10:28

Quote:

Originally Posted by RobboEdin

Have you had your first bill since these changes?

Hopefully there will be a large set of penalty fees for failing to meet your commitment to the contract you put in place.

It's time that ALL companies made customers comply with the terms of contracts.

In your case, Virgin Media gave you a reduced price for six months in return for your business for 18 months. You have failed to meet your commitment and, as a customer of Virgin Media, I want you kept to your contract.

Your failure to pay revenue to Virgin Media for 18 months costs me and all other customers money.

cj136uk · 02-06-2014, 11:39

VM have been really helpful. I took the package out in Dec, knowing there was a price rise. I received a letter in February saying VM were increasing my costs, separate to the 6 month offer. I was on premier.

I called and said the rise was too much. Firstly they offered a loyalty discount to keep the price at the original cost and the contract. However, I decided to go for TV M instead (no contract) and maintain the line rental (as had paid a year in advance) and Internet XL. A clause in the VM term and conditions states if they increase the price, I can end the contract early. So for TV I'm not contracted.

Within a couple of days of switching to TVM, sky (as a former customer) send me a loyalty code which included an account credit, for the family bundle, to rejoin. which I checked could be used with cash back. This meant I could have sky tv at £9.41 a month for 12 months. They were willing to throw in 6 months half price fibre...
It so happened VM rententions called me, I explained the offer from SKY, but I wanted to remain loyal to VM. They offered TV XL and internet XXL at £5 month more, no contract. I took it!

My experience has been positive (so far).
I know others have not had engaging VM as I did.

MalteseFalcon · 02-06-2014, 11:50

Depends on the attitude of people calling. I find being polite and calm works much better than calling and shouting at them.

RobboEdin · 02-06-2014, 11:55

Nothing personal, cj136uk, but I am equally adamant that the Retentions department are giving far too much away to customers within contracts.

You will not have fulfilled the contract you took out in December in terms of total revenue to Virgin Media over an 18 month period.

IMHO Retentions should have advised you of two options:

1. You can leave because of the price increase with no penalty;

2. You can stay at the increased price and see your contract out.

cj136uk · 02-06-2014, 12:02

Quote:

Originally Posted by RobboEdin

Nothing personal, cj136uk, but I am equally adamant that the Retentions department are giving far too much away to customers within contracts.

You will not have fulfilled the contract you took out in December in terms of total revenue to Virgin Media over an 18 month period.

IMHO Retentions should have advised you of two options:

1. You can leave because of the price increase with no penalty;

2. You can stay at the increased price and see your contract out.

Oh that's quite blunt, and certainly a narrow way of looking at the situation

1) Its up to VM who they want as customers
2) better they have some custom than none.
3)They chose to increase their prices in February, not me, so they broke their own contract.

RobboEdin · 02-06-2014, 12:06

I did apologise in advance.

Re point 3 - Virgin Media did not break their contract as the contract includes the ability for the customer to cancel with no penalty should they increase prices.

cj136uk · 02-06-2014, 12:14

on point 3, yes the contract effectively ended as I asked for it to be because they chose to increase the price.
they chose to offer me a tv and internet package at a competitive price, for my custom VM's decision.
They make the business decisions.

RobboEdin · 02-06-2014, 12:23

Your missing the point on point 3. Virgin Media did not break their contract. They are allowed to increase prices. The contract allows the customer to leave if they are unhappy with price increase.

Covered in section J3 of your contract:

http://store.virginmedia.com/the-leg...-services.html

I'm not unhappy with your points 1 and 2, except where customers enter into an 18 month contract where there is a significant discount in the first six months and the customer wants to cop out after six months.

Why have contracts in the first place, if not to have mutual benefit to both customer and company?

It seems that there is no benefit to Virgin Media in having a contract that they don't stick to.