VIP/VIP+ New and Improved VIP Package

[cwj2008]

Originally Posted by masefield

Just received my response from Diane from the CEO's office nothing stated about any discount - email response copied below:

Hi Andrew
Thanks for your recent e-mail to our CEO Neil Berkett, Neil has passed this to me to liaise with you and ensure full resolution of your issues.
We are in the process of reviewing our VIP package offering and how the new exciting HD content will be incorporated in the pack. I will be in touch with you as soon as I have any update for you.
If you would like to discuss this in the meantime please feel free to contact me on (number removed by me from this post)
Kind regards
Diane

i had a phone call from Diane she told exactly the same ,also nothing
about discount
cwj 2008

[Cozzy]

Hi

From what was said the £7 discount (free Sky HD Prem channels) has not yet been given the green light ... will be end of this week or next before they can confirm its a go so they probably holding off giving firm offers at the moment.

I think its very likely it will go ahead but it does need to be confirmed and then put on the system so VIPers can get it.

Just be polite when emailing them as they are a friendly bunch who dont deserve any abuse or attitude.

Cozzy

[krazy]

for those who have ordered the sky HD were you able to do it over the phone?

[masefield]

Originally Posted by Cozzy

Hi

From what was said the £7 discount (free Sky HD Prem channels) has not yet been given the green light ... will be end of this week or next before they can confirm its a go so they probably holding off giving firm offers at the moment.

Cozzy

From what you have said then - it is probably best to wait until this time next week until the discount coding or whatever is confirmed to CS before ordering the HD upgrade - unless an official announcement is made in the interim - or I get a phone call.

[TMLeafs]

Originally Posted by masefield

From what you have said then - it is probably best to wait until this time next week until the discount coding or whatever is confirmed to CS before ordering the HD upgrade - unless an official announcement is made in the interim - or I get a phone call.

June told me to ring her on the 2nd of august to sort out the discount and to add the Sky HD to my account.

[blackthorn]

Just had a phone call from the lovely June and as the others have pointed out I was offered 6 months of £7 credit added to my account. Also just to point out June mentioned that by accepting this I would entering into a new 12 month contract, which to be honest I havent got a problem with.
All in all I would say a result.

[Big Red]

Keep the pressure on people - the good thing is VM are listening and it’s nice to hear we are all being told the same thing over and over again.

Here is to a new and improved VIP service and well done to VM/Neil Berkett, you don’t find may company CEO's replying direct and actually get a call in return.

Virgin Media – Home of Entertainment

[KingFry]

Originally Posted by JPoll

Why do you find it crazy?

It's human nature to expect loyalty and reward.

I don't think anyone (well maybe a minority) want something for nothing and I certainly don't. What I told the lady is that the VIP deal isn't really VIP if you have to top up parts and what not.

I said I'm not expecting complete and utter freebies or massive discounts but a to see a bit better value and mentioned that in comparison to sky who always was dearer are now quite comparable though you do still have the edge in regards to your 50mb broadband and on demand so I'd probably never leave anyway.

She said she agreed and they are planning to upgrade the VIP deal to reflect the new services and a competitive price to match in the 1st quarter of next year.... nothing unreasonable or unrealisitic has been asked for in my opinion.

Maybe slightly off topic but neglecting your current customers or letting your customers feel neglected drives them away that's the reason I left Sky after many years and Virgin have been getting £1,500 to £1,800 or so a year off me ever since. Been happy with Vm since I joined 7 maybe 8 years ago and went VIP I think 3 years ago, well more than 2 anyway.

I wasn't talking about the VIP or any other level of package, and neither was the OP (I agree that high spend customers should be treated well and that the VIP should be better). I was talking about people using length of custom with VM as a blunt bargaining tool for discounts, in the case of the OP exempting them from paying the £7 HD fee.

With that logic, if I had been with VM/NTL for 15 years, paying a pittance on the absolutely minimum package, and then decided I wanted to get the VIP, should I expect to pay less for it than you because of my length of (low-paying) custom? No! You may not expect something for nothing but I think many VM customers do.

That is the difference between Sky's customer base and Virgin's - Sky's customers are renowned for wanting the best (it's even their advertising strapline these days) and are prepared to pay for it. For the most part, Virgin's customers are not so interested in having the most/best/latest products and are reluctant to pay any extra for them. Hence why so few VM customers get Sky Movies & Sport and why ESPN agreed to be included in XL. And hence why so many people now are OUTRAGED!?!! DISGUSTED!!! QUITTING VM!!?! about the £7 charge.

It would have been fantastic to get it included in VIP/XL, and VM's "Free HD!" advertising is a bit dubious now, but some people need to get a grip - you can't expect everything to go your way just because you've been with VM a while.

[howardmicks]

Originally Posted by MattS

Here's the email I sent to Neil Berkett this morning...



I'm not holding my breath.

You could be surprised,I emailed CEO`s office yesterday and got a call this morning from a June Fitzhugh,She confirmed that they are planning a restructure of the VIP package and i cant help but feel very positive about the call.

---------- Post added at 15:12 ---------- Previous post was at 15:02 ----------

I have emailed the CEO`s office again this afternoon,below is my email-
Good Afternoon,
Firstly thankyou for taking the time out to talk to me this morning,I thought i would just let you know there is some positive feedback on the forums regarding the 6 months £7 discount you are giving to VIP customers.
I will be frequently monitering the situation regarding the restruction of the VIP package and if i may would like to make a suggestion-
If possible could yourselves consider/look into placing the 50 meg broadband into your new VIP pack,Maybe you could have a VIP+ pack.
There is a lot of people like myself who are on top tiers (XXL Broadband/XL Phone+XL Tv)/Maybe you could do a XXL TV which includeds HD premium channels) who would consider getting a new top tier VIP pack.
Hope you don`t mind the suggestions
Thanx

---------- Post added at 15:13 ---------- Previous post was at 15:12 ----------

And this is my reply -
Thanks for your feedback it is appreciated and I will pass this information on. With regards to the inclusion of XXL broadband into VIP. as discussed earlier we are looking into re vamping the VIP package but I do not have any information to pass on at the moment. Be assured however when we have a new VIP package in place we will let you know ,I am sure we will be shouting it from the rooftops as we have in the past.


regards June

---------- Post added at 15:14 ---------- Previous post was at 15:13 ----------

Very positive and a very quick response

[Big Red]

OK now we have got the attention of VM/Neil Berkett on this subject, next step is POST HERE what you want from the NEW VIP Package.

Current VIP plus::

XXL Broadband
Prem HD Channels (alone these would cost around £15 per month more if added on top of VIP)

What do you want and dont want in the VIP package?

What would be a fair price £80-£100?

End of Aug - I will post a final submission and then issue to VM - if we all agree and do the same maybe just maybe we can get a package what we want at a fair price.


If we are reasonable I’m sure VM will be reasonable

[howardmicks]

Good Idea,Big Red.As stated above
XXL Broadband
XL Phone
XXL TV(only included in VIP Pack) which includeds HD premium Channels

[chrisr1uk]

Im with howardmicks!!

If they could do that for between £90-£100 I think many would jump onto the VIP bandwagon.

[Cozzy]

While I'm reasonably happy to accept Premium channels carry a premium cost on top of existing deals , and I think the £7 is reasonable even for VIP to have to pay .. there is a disparity in what we currently pay/receive compared to individual built packages so by a price drop of £7 for 6 months it does improve things but there is still more room for movement from VM when they revamp the VIP deal.

Personally I would love the VIP to include Broadband XXL 50MB but what I dont want as an existing VIP customer is to landed with an install/activation fee and a new 12 month contract .... as a VIP customer I believe I am already showing loyalty and should not need to pay for upgrades especialy as we should really get them automatically anyway.

I personally dont want to see VIP split into two packages of VIP and VIP+ ... it should be one package at one price for all containing the same services at the same levels for all which would include XXL 50MB Broadband & all TV channels available even if requires a slight price hike but not £15 a month.

After all the VIP is supposed to give the best of everything at a discounted price not at an increased price above getting the services individually.

I have faith that VM wont disappoint but I do have a doubt it will be without some hefty increase in cost.

All IMHO of course

Cozzy

[TMLeafs]

Originally Posted by Big Red

OK now we have got the attention of VM/Neil Berkett on this subject, next step is POST HERE what you want from the NEW VIP Package.

Current VIP plus::

XXL Broadband
Prem HD Channels (alone these would cost around £15 per month more if added on top of VIP)

What do you want and dont want in the VIP package?

What would be a fair price £80-£100?

End of Aug - I will post a final submission and then issue to VM - if we all agree and do the same maybe just maybe we can get a package what we want at a fair price.

If we are reasonable I’m sure VM will be reasonable

The only things they can do is:
Upgrade our second box to a HD or V+ (Costly for VM upgrading kit)
Add Picture Box
Add some free movies from film flex
Add XXL Broadband (Again costly for VM upgrading kit)
Add 1 sky hd sub or even Sky HD for all boxes

VIP Package Same Price:
Add 1 Sky HD Sub
Maybe Picture Box

Im hoping theres a new VIP+ Package with:
Around £110 - £120
XXL Broadband
Picture Box
2 Sky HD subs
Second Box a HD Box (Could be a V+)
Could add a third box

How many already have 3 boxes and what combination

[jab1990]

One thing that should definately happen is no price increase. But i would like to see premium hd channels added, since we didn't get a price cut for sky channels. 50mb would be an added bonus, but i will not be paying anymore, since my bills are are already around £100.