V+ £49 Offer only for existing customers?

[cabletel]

Hey Guys. Been with VM for approx. a year and a half now (was also with NTL for over a year a few years back) and have had no big problems (issue with phone line shortly after install but resolved promptly enough) and been very happy with the service.

Been keen on the V+ for a while but with current situation price was a bit too steep for my liking. However the new £49 offer was a pleasant surprise. I called to order but was told this was only for new customers. Having recently seen the Offers from all policy talked about on the forum i informed the lady of this but she said this applied "only to bundle offers". I replied that i have had all three services for a year and a half including the XL tv package so i don't see the difference between a new customer taking on the exact same package is entitled to the offer where as a loyal customer whos been paying for this for 1 1/2 years does not.

Lady then asked for my account details which i gave and looked at my account and said that because i had been recieving a loyalty discount i could not get offer, otherwise she may have been able to help. I accepted this, thanked her and hung up but am still quite confused.

Regarding my discount, my wife had been let go from her job just before christmas so we decided it was best to look at our finances, sky had a decent offer on SKY+ and we were thinking of moving to them, however virgin retentions said they'd knock some money off the cost of my bill permanently and i wouldnt have to downgrade any services. I was quite happy with this as there would now be not much difference than the offer from sky but i wouldnt have to go through the hassle of switching (plus VM have far superior internet connection imo.) so i accepted. Was informed that only downside would be that i would once again be into a 12month contract, which i was happy enough with but i was not informed that this would make me ineligable from any special offers, had i known this i would not have accepted as i had always had the mindset of getting V+ once the price came down a bit.

Sorry for the rant but can someone kindly clarify what the situation is for me - Am i or aren't i eligible to get V+ and if not is it because its just for new customers or its not for those with a loyalty discount? Any information would be greatly appreciated. Thanks.

[BenMcr]

It is certainly avalaible for existing customer upgrading to or on XL tv.

It is likely that it is the Loyalty discount that is stopping agents offering you the £49 price. I would try again as there isn't anything specific to say customer on Relation bundles don't qualify

For all existing customers (wether paying £49 or £99 for it) there is the requirement to keep the existing STB for £5 a month to get any reduction from £150

[cabletel]

Thanks Ben, appeciate the quick response.

Originally Posted by BenMcr

It is certainly avalaible for existing customer upgrading to or on XL tv.

So i was outright lied to?

Originally Posted by BenMcr

It is likely that it is the Loyalty discount that is stopping agents offering you the £49 price. I would try again as there isn't anything specific to say customer on Relation bundles don't qualify

If bundle offers dont restrict me from this offer, then why say that? Again lied to.

Originally Posted by BenMcr

For all existing customers (wether paying £49 or £99 for it) there is the requirement to keep the existing STB for £5 a month to get any reduction from £150

Wasn't aware of this but would not put me off purchasing, in fact a pretty neat idea, means my son can watch tv in another room and i wont have to watch cartoon network 24/7!

Thanks again ben, i've only spoken to the one girl about the offer but it seems she had no clue or for some reason was just didnt want me to get V+. Shame i have to post on internet forums and ring a bunch of times until i finally find someone at virgin who knows about the offer and can let me have what i should be entitled to. Will call when i get home from work and let you know how i get on.

[RamJet]

surely it should be compulsory for all VM call center staff to read and familiarise themselves with Cable Forum and the threads relevant to their work

then perhaps we wouldn't get so many instances of confusion

[frogstamper]

Originally Posted by RamJet

surely it should be compulsory for all VM call center staff to read and familiarise themselves with Cable Forum and the threads relevant to their work

then perhaps we wouldn't get so many instances of confusion

Or even better give Ben a bell, as a VM employee he's "always" up to date with VMs current deals.

Originally Posted by cabletel

.... I called to order but was told this was only for new customers. ..

It's common knowledge that VM prices and VM telesales do not recognise "customers" at all

If you're 'a customer' you need to call 'retentions' (press # if you're leaving) and remind them of their

VM "Offers for All policy" in my sig

Originally Posted by cabletel

So i was outright lied to? .

the ad has been re-worded to exclude customers, this is in line with VM attitude to customers - and also common knowledge

.