VIP or not? What do you think!

[ian@huth]

A very long time since I was active on here so not up to speed on issues with Virgin Media.

For many years (over 10 ) I had been using Virgin Media for telephone and broadband and Sky for all TV. I decided to move everything to Virgin Media in November 2011 as I could get more Sky content through Virgin Media than I could through Sky themselves.

Went for the VIP collection but it always appeared that something was not quite right with it. I contacted Virgin Media several times about this but never seemed to get anywhere with my issues. Part of the problem is in them lumping everything together in your own package with your loyalty discount applied to it.

Things came to a head on May 13th 2013 when I received an email from The Virgin Media Team saying "Hi Harold, we think our VIP Collection is right for you.We've had a look at your package and realised there's even more lovely stuff you could be enjoying right now. And we think our VIP Collection would be perfect for you."

To me that was proof that Virgin Media had not set my account up properly with the VIP package and that my earlier complaints had been justified. I contacted the executive team and what do you think they have said?

They want to put me on a new 18 month contract to put me back on the service I should have been on. There were a couple of things that I had not been getting that are part of the VIP pack such as Sky Premier in HD but they say that is my fault even though it was their fault that they had not set this up correctly.

What are your thoughts?

[WelshPaul]

You are probably on an old VIP deal, the new VIP deal is cheaper no doubt and they want to switch you to the latest VIP offer.

[colin25]

Tell them where to go..switch to BT for broadband and sky for TV

[Topgun]

Originally Posted by ian@huth

A very long time since I was active on here so not up to speed on issues with Virgin Media.

For many years (over 10 ) I had been using Virgin Media for telephone and broadband and Sky for all TV. I decided to move everything to Virgin Media in November 2011 as I could get more Sky content through Virgin Media than I could through Sky themselves.

Went for the VIP collection but it always appeared that something was not quite right with it. I contacted Virgin Media several times about this but never seemed to get anywhere with my issues. Part of the problem is in them lumping everything together in your own package with your loyalty discount applied to it.

Things came to a head on May 13th 2013 when I received an email from The Virgin Media Team saying "Hi Harold, we think our VIP Collection is right for you.We've had a look at your package and realised there's even more lovely stuff you could be enjoying right now. And we think our VIP Collection would be perfect for you."

To me that was proof that Virgin Media had not set my account up properly with the VIP package and that my earlier complaints had been justified. I contacted the executive team and what do you think they have said?

They want to put me on a new 18 month contract to put me back on the service I should have been on. There were a couple of things that I had not been getting that are part of the VIP pack such as Sky Premier in HD but they say that is my fault even though it was their fault that they had not set this up correctly.

What are your thoughts?

I know exactly where you are coming from! Personally I am a long time VM customer also on the VIP collection and generally think they provide an excellent service. I think the phone and broadband services are both top notch and although there are a few channels missing from the TV line up which means that isn't perfect, I think that is probably largely out of their hands unless they are prepared to pay silly money to get them.
However, the one area where VM constantly let themselves down, in my view, is communications, which is somewhat ironic given that they are basically a communications company!
I had the same issues as you regarding changes to the VIP package, you would assume that if you are on it and changes are made to it, that you are automatically upgraded, but that isn't how it works. The only way I've managed to keep on top of it is by using this forum to find out what is happening and what is going to happen and acting accordingly.
It seems to me that VM are constantly trying to improve the service they provide, for which they should obviously be applauded, but unless they improve their efforts to keep customers informed of these available changes then more are going to end up dissatisfied like you.

[jb66]

Originally Posted by Topgun

I know exactly where you are coming from! Personally I am a long time VM customer also on the VIP collection and generally think they provide an excellent service. I think the phone and broadband services are both top notch and although there are a few channels missing from the TV line up which means that isn't perfect, I think that is probably largely out of their hands unless they are prepared to pay silly money to get them.
However, the one area where VM constantly let themselves down, in my view, is communications, which is somewhat ironic given that they are basically a communications company!
I had the same issues as you regarding changes to the VIP package, you would assume that if you are on it and changes are made to it, that you are automatically upgraded, but that isn't how it works. The only way I've managed to keep on top of it is by using this forum to find out what is happening and what is going to happen and acting accordingly.
It seems to me that VM are constantly trying to improve the service they provide, for which they should obviously be applauded, but unless they improve their efforts to keep customers informed of these available changes then more are going to end up dissatisfied like you.

I disagree, someone who was on the old vip50 with tivo is better off than the new vip if they rarely use there phone, some folk would argue they would be annoyed that they were upgraded without knowledge.

[howardmicks]

Yep same happened to me bud,except I was on talk unlimited and should have been upgraded to unlimited extra and no super hub.new 12 months contract to get them but because of a cock up I got 6 months half price deal so agreed to it

[Topgun]

Originally Posted by jb66

I disagree, someone who was on the old vip50 with tivo is better off than the new vip if they rarely use there phone, some folk would argue they would be annoyed that they were upgraded without knowledge.

I understand what you are saying, but the point I am trying to make is that you can only make an informed decision as to whether to upgrade your package or not, if you are aware that changes to the package are available, what they are and what the cost is. This is the area where I think VM are weak with their communications. The only way I know what is going on is by reading this forum, if I didn't I wouldn't have a clue!

[Qtx]

You may be able to negotiate a better deal (such as half price for 6 months or so) but you will have to accept the new contract. If they think you will leave them then you may be able to not get into a new contract but any savings they give you will minimal, if any.