[Merged] Leaving VM for Sky? OK just leave...

[tvout]

Apparently...(this is what someone at work has told me whose gf works for Telewest) they have been handed little booklets now which instructs them on how to respond when people call threatening to leave Virginmedia for Sky.

Whereas before the retention bods would try and get you to stay, now they've been told to just say 'ok, go then' as Virgin is so confident that it will get so many of Sky's customers through it's benefits of being part of a big company (trains/flights/music etc.) it's not bothered about people leaving???

Anyone know any more or if this is true now?

[Graham M]

With a bit of luck, yes

[DocDutch]

well I think its about time that Ntl or should I say Virgin call the bluff on some of the people whom threaten to leave them for say talktalk or Sky.

Gets a massive from me.

[albert_the_dog]

Originally Posted by Bill C

Gets a massive from me.

and me
AtD

[Nikesh]

It's about time they stopped giving out ridiculous offers just to keep a customer...

[Stuart]

I personally would rather they spent money on improving services (in the hope that people will stay) rather than bribing people (in the hope they stay)

[info4u]

Originally Posted by tvout

Apparently...(this is what someone at work has told me whose gf works for Telewest) they have been handed little booklets now which instructs them on how to respond when people call threatening to leave Virginmedia for Sky.

Whereas before the retention bods would try and get you to stay, now they've been told to just say 'ok, go then' as Virgin is so confident that it will get so many of Sky's customers through it's benefits of being part of a big company (trains/flights/music etc.) it's not bothered about people leaving???

Anyone know any more or if this is true now?

Which centre does she work for? (I worked for the Midlands centre in Dudley)

I would stick with Virgin Media

Reasons...
I was working for them whilst the merge was happening up until December 06.

Think of it this way.
Sky have 8 Million customers as a whole

Telewest used to have 1.8 Million and NTL: 3.2 Million (Making 5 Million customers)

Would Sky risk loosing 3 Million of its customers they gain through the sale of Sky Movies, Sports, News, Sky1

Making them being reduced down to 5 Million customers?? and being on a level with Virgin Media?

The added bonus of Virgin Media is the funds that is has available to them via Virgin Mobile and the companies high profile name Virgin.

Virgin Trains
Virgin Wines
Virgin Money
Virgin Megastores
Virgin Books
Virgin Mobile
Virgin TV, Phone, Internet
Virgin.net
Virgin Records
Virgin Attlantic
Virgin Active
Virgin Ballons
Virgin Brides
Virgin Cars
Virgin Digital
Virgin Games
Virgin Holidays
Virgin Radio
Virgin Galactic (Spece rides)
V Festival
Virgin Drinks

Not to mention...
Half of the BBC (If im not mistaken)
UKTV (UKTV Gold, UKTV G2,...)
Sit Up TV (Bid up TV etc)
Flextech (Bravo, Challenge...)


All in all the Virgin brand is huge compared to BSKYB.
And its not just in the UK, BSKB operate in other countries and own Easy.Net which they took over early 2005 and James Murdoch is son of news tycoon.

But as we all remember the scenario with ITV on how SKY made a cunning but sneaky move on NTL:Telewest is because they are finally feeling the pressure.

Whilst working for the company I knew it wouldnt before long proper competition would come into play which may knock BSKYB off from being the monopoly company that it is.
This is since it has been the top company for years on years, it was only a matter of time their services would become obsolete.


What could have happened if ITV became part of NTL:Telewest (at the time)
Plans could have started to be drafted up to compete more with Sky

Sky...
Sky News
Sky Sports
Sky 1
Sky 2
Sky 3

Virgin Media (NTL:Telewest) - ITV
ITV News
ITV Sports
ITV 1
ITV 2
ITV 3
ITV 4

As owning ITV they could have then added ITV to Teleport TV/Replay without having the need to draft up legal contracts with the relevant channel (in this case ITV)
Reason why it started off with BBC channels and Living TV, UKTV, Bravo and Challenge.
Since these form part of Telewest Broadband's original company FLEXTECH

And finaly a chance to offer red button on all of this which SKY REFUSE to sell to NTL or Telewest (or any other cable company to try and force users who want this service to move to them) unfortunatly what they dont tell you is sky customers have to pay for the red button.

If Virgin Media would have gotten ITV the red button could have been offered for FREE on ITV News, ITV Channels

Ok so Sky has the movies, how long would you think it will be before V Movies will be out specially when Virgin had its own movie brand label called... Virgin Films (Shortlived but could have restarted)

I believe it will be in best interest for customers to stay with Virgin Media

1) The company is likely to keep to Virgin's good reputation
2) Better funded - More exiting things Look at the fact HBO is looking to be part of VM and first time to the UK (Not with Sky I noticed)
3) Probably competions offered for customers for other virgin stuff
Example: Tickets to V Festivals etc
4) Better Loyalty can be offered
5) New Channels fully owned enabling better competition, More customers, more capital, better research into better technology and expanding the network and services.

And Virgin Media has better methods of reaching the public
Sky Sell their products in stores around the UK

Unlike NTL and Telewest, where you had to call to organise an install, when NTL:Telewest joined, its estimated 50% coverage on the UK's Network coverage.

With the Virgin name it will be looking at selling Set Top Boxes at Virgin Stores / Megastores offering a Plug and Play service where the user activates their box over the phone (Simular to freeview but using the cable network) IF A PREVIOUS INSTALL HAS BEEN DONE IN THE PAST BY TELEWEST OR NTL AT THAT PROPERTY (Formelly known as QUICK START)

If the property hasnt been installed in the past then obviously it will require some one to go out and install the wiring etc. to get a feed to the property.

Negative side to this?
Well as sky sell their boxes they see it as being the customers OWN property, therefore if it brakes, tough cookie fix it your self or buy a new one like you would if your microwave broke, also as its Microwave signals (or radio signals) which are beemed down to earth, unless the satalite orbiting the earth goes out of orbit, then there is no chance of a fault really unless you have moved your dish
The other side is you take out insurance on the box at an additional cost.

Predictions...
I cannot see any business with a sound mind, offering repairs on the boxes if they become faulty when you bought them. It may provide 1 yrs free cover on the box like sky but thats it. A technician may come out to check the connection and if all is ok then they will say fix your box or buy a new one (unless you have cover on it)

If people have had reduced/loss of services, they should be compensated for that (credits, extra services for a while); if it just "drop my price or I will leave", I agree that the customer should be allowed to take that option.

[Nikesh]

Originally Posted by info4u

<Snip>

Great post! And to the forum!

[Wicked_and_Crazy]

Originally Posted by Nikesh

Great post! And to the forum!

Appart rom the fact that a lot of those Virgin companies only use the brand and are not associated with Branson at all and many of them also make a loss.

Dont assume just because its called virgin it makes money and is owned by Branson

[info4u]

Originally Posted by Nikesh

It's about time they stopped giving out ridiculous offers just to keep a customer...

I fully agree.
Why should a customer get something at a reduced cost or even for free, when others have to pay the full amount.

I can understand if they have NEVER had an offer and new customers are getting an introduction offer, then they should be entitled to one offer also as being fair.

But constantly providing an offer when that one has ran out, no not really.

When I worked there I used to see customers who had been with Telewest 10yrs and never complained dispite problems, paid on time, loyal to the company and probably pay out on what was known as Supreme, Sky movies and sports, Full phone package, and medium internet

And then you would get a moaner who would threaten to disconnect after 2yrs and having had a good a near perfect service and stugles to pay their bills month in month out and takes out the starter TV package, Basic phone and Basic internet but because their 3 for £30 has ended they are kicking up a fuss.

(No exageration people did this)
Yet after probably 20 minutes of irate customer saying you dont value me, if you dont give me this im off, you would transfer them to customer relations to disconnect, and they would be the ones who would say.
"Oh no problems mate, we will offer you half price broadband and phone for 6 months"

(and guess what, they would do the same once that 6 months is up) (NOT ALL but you start to see people threatening to disconnect because their neighbour did, or because they heard of some one who did and got an offer)

Infact one customer once said to me, he had been reading about it on the net. (Probably this site or digitalspy)

Top and bottom is its not fair on others.


Customers want to disconnect,
Lets them, they then have to find a new provider, match the cost and install them without an interruption to their services

Sky for instance...
Would charge for installs (not always)
Would charge for their box
Only provide TV no phone (other than discount through BT)
and at one point no internet (And even that can only be provided through a BT line as it is an ADSL connection not DSL)

[Arthurgray50@blu]

I have read with great interest, the articles in VM and Sky, l have been with Sky for about 10years, with short spells with Telewest, I have now joined VM, but the attitude that l have recieved from CS on VM is a lot of lies, but thereagain, l had the same prob with Sky, l am very critical of paying for service, that if l don't get it, l go somewhere else, but thereagain you can always try BT Vision, they lie once and that is it, no second chances, but the sad thing is there are only TWO companies that supply good television channels, and we know who they are, so we are in a catch 22 situation, either VM or Sky, we the customer cannot win can we.

[etccarmageddon]

Originally Posted by info4u

...The added bonus of Virgin Media is the funds that is has available to them via Virgin Mobile....

that's a nice bit of spin but NTL paid to buy Virgin Mobile rather than Virgin Mobile injecting money into the company.

---------- Post added at 23:02 ---------- Previous post was at 22:59 ----------

Originally Posted by info4u

Sky for instance...
Would charge for installs (not always)
Would charge for their box
Only provide TV no phone (other than discount through BT)
and at one point no internet (And even that can only be provided through a BT line as it is an ADSL connection not DSL)

NTL for instance...
Would force you to have their phone line even if you just wanted TV from them.

SKY for instance...
now give you broadband if you have TV from them. it'd be nice if Virgin gave you free broadband? perhaps it works out as free in one of their bundles?

---------- Post added at 23:03 ---------- Previous post was at 23:02 ----------

in my opinion both companies have good and bad points and it's like choosing the right flavour for your personal tastes rather than one being better than the other.

[info4u]

Originally Posted by Wicked_and_Crazy

Appart rom the fact that a lot of those Virgin companies only use the brand and are not associated with Branson at all and many of them also make a loss.

Dont assume just because its called virgin it makes money and is owned by Branson

No worries, I was reffering to the funds as a whole and then the brand name it has (Having a positive impact on members of the public)