Impossible to get through to retentions!

[freakgirl]

i was thinking of moving to sky but by judging by that article on news 24 sky channels on virgin media soon, i'm going to ask if I can get a deal until the sky channels return

[AndyCambs]

Originally Posted by freakgirl

i was thinking of moving to sky but by judging by that article on news 24 sky channels on virgin media soon, i'm going to ask if I can get a deal until the sky channels return

But you've been saying all week you were going.

[Andrex]

Originally Posted by freakgirl

i was thinking of moving to sky but by judging by that article on news 24 sky channels on virgin media soon, i'm going to ask if I can get a deal until the sky channels return

What news 24 article?

As far as I know, the official word right now is neither party are negotiating, or planning to.

---------- Post added at 23:42 ---------- Previous post was at 23:40 ----------

Originally Posted by Chicken

I'll be impressed if it actually happens.

Why?

Sky will have increased quota for the beginning of next week. Easy profit. Engineers will want the work.

[freakgirl]

[quote=Kevin.Beaumont;34238550]What news 24 article?

As far as I know, the official word right now is neither party are negotiating, or planning to.

Someone about a consumer group or something getting involved

[Casbah-Joe]

I have just been on to retentions as the other week being an ex" NTL I decided to change to the VIP package for £85 - I thought this was a very good deal especially with the V+ box in addition to the shiny silver samsung box which replaced the dodgy Pace one a couple of months ago. Even more so with the unlimited local and national calls 24/7. Then a couple of days ago I was looking at the VIP bundle again and it showed you could get it for £75 if you changed online. I have just called the retentions dept and after being on hold for just over half an hour a nice lady whom gave her full name has honoured the price reduction for as long as I keep the service.

Thankyou Virgin - I am sure that I will be staying for a while even without the basic sky channels (Got most of em on my freeview telly anyway !) - Only problem now is that I have to buy the new Bones series when it comes on sale to placate the missus as for some reason she quite likes that blokewho is in it who used to be in Buffy/Angel

[Downloads]

Originally Posted by alexcutts

I work in a retentions department (not TW/NTL) and in a 5 hour shift I'll probably do 10 disconnections for every 'save'. Multiply this by the 200 or so people working and theres probably a good 2000 cancellations per day (with a customer base of 2.2 million). On 3.3 millions customers, a few hundred a day cancelling won't be too much for virgin to cope with, once it gets to a few thousand a day for a sustained period I would imagine they'll worry.

I feel more sorry for the fact that they'll almost certainly miss their targets (and hence commission) due to something completely out of their control.

Any less than approx 77000 people switching from cable to virgin and virgin win. Between 77000 and 150000, no-one wins (sky loses and virgin loses), above 150000 and Sky win.

Where did you come up with the figure of 150,000? 150,000 would cover this year's losses as there are only 3 months left for them but next years losses will be bigger, i reckon it needs 450,000 to switch to cover a full year's losses.

[Honeymonster]

The VIP £10 off offer is for one month only on the website so I'm surprised you've managed to get it "forever".

[daggman]

if you are switching your tv to sky because of you miss the sky bacis channels, fair enough.

If you are switching to sky for broadband as well DONT do it.

I work for a large (100's of workers) company, I know quiet a lot of people who have sky and have also naturally took there offer for cheap broadband, switching from the likes of tesco,tiscali etc.

Every one of them is completly peed of with there sky broadband, very slow, very unstable, generaly very poor compaired to there old providers.

If you do switch to sky for tv i would recomend keeping your cable broadband or getting another adsl provider.

[sav112]

Result!

Sky- Digital getting installed on Tuesday the 6th
Phone and TV form Virgin Cancelled without notice due to the number of years I’ve been a customer and to top it off £10 off My BB for 12 months.
I’ve just to chuck my Ntl Box out as it was the original box and disconnect it all myself.

So basically by Tuesday I’ll have my skyone back and still have my Virgin BB for only £25 a month adding both sky and virgin together which works out £7 better off a month.

I felt sorry for the poor guy on the phone, yesterday they had a hell of a day. But at least he sounded like he knew what he was doing.

[Casbah-Joe]

Originally Posted by Honeymonster

The VIP £10 off offer is for one month only on the website so I'm surprised you've managed to get it "forever".

[/I]



Your right - thats what was on the web site yesterday but a few days before I saw the other one and she told me they would honour the first one I saw

[Downloads]

According to the latest news item on cableforum they haven't lost many people (yet), so i think it's safe to say that Sky aren't going to get enough money to cover their losses.

Retentions obviously aren't as busy as some people would let you believe!

[u768211]

Originally Posted by Downloads

According to the latest news item on cableforum they haven't lost many people (yet), so i think it's safe to say that Sky aren't going to get enough money to cover their losses.

Retentions obviously aren't as busy as some people would let you believe!

Well personally they have seemed pretty busy for the last couple of days. I have tried phoning them several times, but always > 30 mins wait message, and have given up on all occasions so far. Wouldn't be a bad idea for VM to add a few extra call centre staff given the current situation (and open the lines after 5pm).

I wouldn't be surprised if retentions are actually retaining quite a high % of customers though (through discounts, extra services etc). So the actual no. cancelled may well be below some of the estimates. Still its not just the cost of lost customers to take into account, but the lost revenue due to "freebies", and the damage to the brand through this negative publicity is bound to impact the new customer metrics also.

[Downloads]

Originally Posted by u768211

Well personally they have seemed pretty busy for the last couple of days. I have tried phoning them several times, but always > 30 mins wait message, and have given up on all occasions so far. Wouldn't be a bad idea for VM to add a few extra call centre staff given the current situation (and open the lines after 5pm).

I wouldn't be surprised if retentions are actually retaining quite a high % of customers though (through discounts, extra services etc). So the actual no. cancelled may well be below some of the estimates. Still its not just the cost of lost customers to take into account, but the lost revenue due to "freebies", and the damage to the brand through this negative publicity is bound to impact the new customer metrics also.

I don't doubt that, but i think both brands will have been harmed equally by this, just i think it will hurt Sky more financially. Freebies will deffinitely hurt i agree, but once they started buying up more content they won't have to keep them up. Better to keep the customer first off.

Thats why i believe they will get round the table as if the gamble doesn't pay off the shareholder aren't going to be interested in losing money.

[u768211]

Originally Posted by Downloads

I don't doubt that, but i think both brands will have been harmed equally by this, just i think it will hurt Sky more financially. Freebies will deffinitely hurt i agree, but once they started buying up more content they won't have to keep them up. Better to keep the customer first off.

Thats why i believe they will get round the table as if the gamble doesn't pay off the shareholder aren't going to be interested in losing money.

I agree - finally we agree on something

[Downloads]

Originally Posted by u768211

I agree - finally we agree on something

hehe - Had to happen sooner or later mate!