Cancelled Virgin

[Richard1950]

There now seems to be an arrogance towards long time customers that did not exist previously I too was advised last year to call back when deal run out to be told that the price quoted was the only price available take it or leave now on the last 30 days as VM customer

[Ignitionnet]

Is refusing to offer discounts having had some people not pay full price for a decade or more and asking them to pay the list price arrogant or just business? Seems a little odd to claim that VM asking people to pay the price per the price list is more arrogant than a customer expecting to never pay the list price.

EDIT: This is assuming it was list price offered. Can't say that for sure could've just been that they refused to negotiate as is their absolute right.

Could be a few reasons why they seemed to have changed policy. One possibility is that they look back on past pricing and how many discounts people have had in the past.

If people were promised deals if they called later the person who messed up was the one who gave a promise they had no way of keeping. If people were just told to call back when the current discount period ran out they were promised nothing.

I wonder if it has ended up with so many people on so many discounts it's actually become more viable to take the churn hit for now. Perhaps Ben can advise.

I believe the churn figures have dropped a bit anyway and VM are getting great uptake from the Project Lightning programme. While the new customers obviously need installing they are, at least, actually paying full price for the last 6 months of their 18 month contract, and even with the introductory discounts seem to be paying considerably more during the discount period and more still over the 18 month period than people under constant 'loyalty' discounts as reported here do.

If it calms anyone though VM have a long history of going through these spells, then they are soon back to the normal process of VM people claiming that retentions staff are limited as to the deals they can offer, then people reporting on here and elsewhere that they have had that limited deal applied to their bundle, plus free line rental, plus an ongoing loyalty discount, plus free cookies when they hit the right member of retentions.

This is likely a response to Sky and TalkTalk easing up on their special deals, too. Those kicking back in with a vengeance will see things change.

Normal service will be resumed shortly I'm sure. I wonder how much better VM's tech support would be if they had fewer people on the discounts line and more on UK tech support?

[RobboEdin]

Having re-negotiated my price recently, it would seem that retention deals typically come with a new minimum contract period of 12 months and the discount lasting a further 6 months, 18 months in total.
This was all well documented on an electronic copy of a contract I was asked to e-sign.

[japitts]

Originally Posted by RobboEdin

Having re-negotiated my price recently, it would seem that retention deals typically come with a new minimum contract period of 12 months and the discount lasting a further 6 months, 18 months in total.
This was all well documented on an electronic copy of a contract I was asked to e-sign.

The e-contract I've been sent, doesn't specify the promotional period although I verbally agreed 6months (Sky Sports & Movies are involved, I don't know whether there's less leeway here). The contract says that the promotional period should be specified, but it isn't.

[JPAC]

Originally Posted by Ignitionnet

Is refusing to offer discounts having had some people not pay full price for a decade or more and asking them to pay the list price arrogant or just business? Seems a little odd to claim that VM asking people to pay the price per the price list is more arrogant than a customer expecting to never pay the list price.

EDIT: This is assuming it was list price offered. Can't say that for sure could've just been that they refused to negotiate as is their absolute right.

Could be a few reasons why they seemed to have changed policy. One possibility is that they look back on past pricing and how many discounts people have had in the past.

If people were promised deals if they called later the person who messed up was the one who gave a promise they had no way of keeping. If people were just told to call back when the current discount period ran out they were promised nothing.

I wonder if it has ended up with so many people on so many discounts it's actually become more viable to take the churn hit for now. Perhaps Ben can advise.

I believe the churn figures have dropped a bit anyway and VM are getting great uptake from the Project Lightning programme. While the new customers obviously need installing they are, at least, actually paying full price for the last 6 months of their 18 month contract, and even with the introductory discounts seem to be paying considerably more during the discount period and more still over the 18 month period than people under constant 'loyalty' discounts as reported here do.

If it calms anyone though VM have a long history of going through these spells, then they are soon back to the normal process of VM people claiming that retentions staff are limited as to the deals they can offer, then people reporting on here and elsewhere that they have had that limited deal applied to their bundle, plus free line rental, plus an ongoing loyalty discount, plus free cookies when they hit the right member of retentions.

This is likely a response to Sky and TalkTalk easing up on their special deals, too. Those kicking back in with a vengeance will see things change.

Normal service will be resumed shortly I'm sure. I wonder how much better VM's tech support would be if they had fewer people on the discounts line and more on UK tech support?

VM should stop implying that discounts would continue after the initial term, by calling back, that would help. In fact I would consider that customers could cancel their contracts if the implied rates agreed were broken. Everyone here can see that people get different rates for the same package and VM and ex-VM staff shouldn't be surprised that others ask about getting similar discounts - all you have to do is ask. It's obvious that VM want to extract as much as possible from each customer these days, and they should expect much higher churn rates with all the alternatives now. Do we have to record every conversation with VM?

[LondonRoad]

It would be nice to be in a position to have choice.

I've considered leaving VM but I am too used to solid 200Mb bb speeds.

BT can offer up to 8Mb and guarantee 2MB! ....erm no thanks. $ky, talk talk and t'others use BT lines

We use netflix, youtube and prime video far more than TV so VM is the only option.

[Kushan]

Originally Posted by 23prince

Not really shady, totally legal actually. Sorry if you feel otherwise.

The two are not mutually exclusive.

[Osem]

Originally Posted by 23prince

Not really shady, totally legal actually. Sorry if you feel otherwise.

If I'd meant 'illegal' I'd have said it actually. It's clearly not illegal and I used the term 'shady' to describe a practice which I don't think is fair or indicative of good customer service. Sorry if you feel otherwise.

[jungleguy]

Thought I might give you all an update.

I rang back last week, I was in my 30 day cancellation notice period. I wanted a price for just BB, and ditch land line and take free view for TV. The girl in retentions said it would be £31 per month. I said I could go to Talk Talk and get fibre for free for a year, and just pay line rental. The girl immediately went off on one, abruptly telling me that VM were the only true fibre network blah blah blah. To which I replied that actually VM network is fibre to the DP, copper to the mux cab, and in my case Doscis 2 to my property. She then went on about my TiVo at which point I told her I was ex staff.......she then started calling me sir, and become somewhat more polite lol. I just wanted the best deal, and I was offered didiley squat so the call was ended and I was generally very disappointed.

Anyhow 3 hours later I got a call from VM outbound retentions, who offered me BB and telco for £19.99 per month, so I took it.

[Osem]

Originally Posted by jungleguy

Thought I might give you all an update.

I rang back last week, I was in my 30 day cancellation notice period. I wanted a price for just BB, and ditch land line and take free view for TV. The girl in retentions said it would be £31 per month. I said I could go to Talk Talk and get fibre for free for a year, and just pay line rental. The girl immediately went off on one, abruptly telling me that VM were the only true fibre network blah blah blah. To which I replied that actually VM network is fibre to the DP, copper to the mux cab, and in my case Doscis 2 to my property. She then went on about my TiVo at which point I told her I was ex staff.......she then started calling me sir, and become somewhat more polite lol. I just wanted the best deal, and I was offered didiley squat so the call was ended and I was generally very disappointed.

Anyhow 3 hours later I got a call from VM outbound retentions, who offered me BB and telco for £19.99 per month, so I took it.

So you have to argue not to be ripped off. Right now I'd be quite happy to ditch VM entirely and stick to Freeview for TV and someone.else for BB. I'll be working on Mrs Osem to get her to see sense too.

[jungleguy]

Originally Posted by Osem

So you have to argue not to be ripped off. Right now I'd be quite happy to ditch VM entirely and stick to Freeview for TV and someone.else for BB. I'll be working on Mrs Osem to get her to see sense too.

Initially there was no arguing involved, I was told that I needed the fast BB and I would have to pay a premium rate for it!!!