General : Do VM really aim to keep customers

[Kevc69]

It's nearly contract expire time.
VM changed the price for a rrenewal by adding £ 10 to the figure that my contract page had been showing and then put a renewal offer on. I phoned up to see what I could get.
First thing the rep says when he looks at it is that the TV package offered (like for like) doesn't exist any more. He has a think and gives me a couple of options around the £130 mark and puts me through to retentions.
Retentions had a half hearted look and came up with figures higher than the customer service guy did for the same package.

I told him to put the termination notice in and he simply explained how the new instant switching system worked and said bye. The tone of voice was that he was just ground down by losing customers.

Needless to say the VM end of instant switch failed at the first hurdle. It's supposed to generate an instant return email when you start the procedure just like changing mobile operators. Guess what It didn't.

Looks like sky sttream and game pass with DAZN is my way forward

[Mr K]

They try but aren't doing a very good job atm. 13k customers lost in the last quarter.
The policy of only giving good deals to new customers and screwing loyal customers is backfiring.
Whoever is in charge of the policy, needs an appraisal of their performance....

Originally Posted by Mr K

The policy of only giving good deals to new customers and screwing loyal customers is backfiring.

Exactly why i'll be joining the list of leavers.

[Kevc69]

Now we have BRSK providing gigabit service I can kick VM in to touch, before the only option was openreach and their 15mb offering as they haven't even decided where their exchange will be yet.

[Dude111]

Originally Posted by Paul

Exactly why i'll be joining the list of leavers.

I would like to think that makes a difference.... maybe if 100s leave it may!!

Companies seem not to care to keep people happy,they do what they want which is rubbish really....

We are the ones who have to deal with thier service!!

[mrmistoffelees]

Originally Posted by Dude111

I would like to think that makes a difference.... maybe if 100s leave it may!!

Companies seem not to care to keep people happy,they do what they want which is rubbish really....

We are the ones who have to deal with thier service!!

Read up… they’ve lost 13k…..

[Dude111]

Yes and they still havent made things better....... Its incredibly sad........

[DVD Cinema]

They told me recently, when i tried to change my pack, that they are looking into this, as i said to them as well, you are going to lose a lot of customers.

I still think Cable is the best way to broadcast channels though, compared to Sky and Freeview (DTT).

[Dude111]

Yes I agree.... Cable has always been the best

[RichardCoulter]

Originally Posted by DVD Cinema

They told me recently, when i tried to change my pack, that they are looking into this, as i said to them as well, you are going to lose a lot of customers.

I still think Cable is the best way to broadcast channels though, compared to Sky and Freeview (DTT).

It's the most expensive way for broadcasters to emit their channels though, which is why there are so many channels missing that are on other platforms.

[Legendkiller2k]

SKY and VM are pushing more for their streaming services now, their aim is to have all tv customers on sky stream/virgin stream by 2030.
Atm with sky stream i ger ad skipping, entertainment + netflix + discovery+, cinema + paramount+ + 2 vue cinema tickets each month, sky sports for £40p/m, my 1gb bb up and down is £35.

[Itshim]

Originally Posted by Mr K

They try but aren't doing a very good job atm. 13k customers lost in the last quarter.
The policy of only giving good deals to new customers and screwing loyal customers is backfiring.
Whoever is in charge of the policy, needs an appraisal of their performance....

Have been in France and as the mail address I use is for here and virgin it's self. I haven't looked at it. I am out of contact and hadn't really been that bothered. Any way have a message from them saying your out of contact, sign up for 18 months and we will give a £15 per month discount, for the 18 months later on, some two weeks another one offering £25 per month for the 18 months . Was paying £86 taking the offer of £61 per month , Note at no time had I asked for anything.

[Kevc69]

Spoke with Sky yesterday to arrange sky stream to replace VM with its lack of interest staff. What a breath of fresh air. Lovely lady who could have a chat whilst sorting out the deal as the Sky website wouldn't do it as I'd had sky years ago. I got a better deal than the website too.