Do Virgin rip you off if you're already a customer?

[KungFuKitty]

"Brand new customers only!" Springs to mind but yea they do this regularly, she could ring up (especially if she's not in contract) to retentions and get them to offer a better price. Only problem with that is you're back in contract again then
- kfk.

[Nannamags]

I gave that careful thought too! However, it is only a 12 month contract and I got a new box and remote and cheaper billing so I am at least better off in the short term! Let's see what is on offer in 12 months time!

[TheDon]

Originally Posted by solcuerda

I don't think NTL:Telewest have an obligation to contact customers about new deals that *might* save them money. It's up to the customer to check the current prices and deals. NTL:Telewest don't exactly hide such information. They change their deals periodically as the markets dictate - why should they constantly inform all of their customers of it?

They're quick enough to notify us when prices rise as the markets dictate.

Originally Posted by solcuerda

Everyone got a special "new customers only" deal when they first signed up. Why do these people forget that? Deals change...live with it. You got your "new customer" deal when you joined...why keep whining about what the latest deal new punters get? You've had yours...move on.

Actually not everyone did.

When I signed up there was no new customer deals, I just payed the standard rate for my services, and have ever since.

The point isn't new customer deals though, they're a necessary evil, it's that after these deals new customers are paying lower standard charges, that isn't right. Everyone recieving the same services should pay the same rate (after any introductory period) and that really isn't a hard system to set up.

[lsproc]

Originally Posted by fairlight

I have to agree with Bywater. I have no objection to new customers getting low introductory deals but in the case of BB L for which pay £25 (£24.47 -can't get an explanation of why it's gone up a £1) the new customer enjoys the same service for £20 once their introductory offer ends. I just feel like I'm helping to susbsidise their price plan.Whilst I understand contract periods ala iPhone & the new iPhone debacle over at O2 I simply cannot name another service I use that runs quite such a contemptable apartheid-esque system for what customers actually pay for the same service.

As far as I know, size L broadband is 20/m WITHOUT A PHONELINE, or 25/m WITH a phoneline (but you then get bundle discounts)

[KungFuKitty]

I'm currently out of contract trying to decide if it's worth me ringing to get a cheaper deal (retensions > haggle!) which'll put me back in 12 month contract or switching to Be* hmm..!!
- Kfk.

[darren.b]

Originally Posted by TheDon

Actually not everyone did.

When I signed up there was no new customer deals, I just payed the standard rate for my services, and have ever since.

The point isn't new customer deals though, they're a necessary evil, it's that after these deals new customers are paying lower standard charges, that isn't right. Everyone recieving the same services should pay the same rate (after any introductory period) and that really isn't a hard system to set up.

I joined Telewest in 2006 before the merger. Free connection, no deposit, bundle deal, 3 "m" sized services for £30. Back then they only applied to new customers. After 1 year, it went up to £35 as promised. Not sure if NTL did similar sweeteners.

Today with VM I can get that bundle for less, only with L broadband. New customers can get it cheaper - as I could back in 2006.

I think they'll only notify of discounts and the like when they want to hawk an extra service. Otherwise the onus is on the customer to check the prices. It's not right I know but that's business.

[apilbeam]

aparently not any more they dont

http://pressoffice.virginmedia.com/p...198&highlight=

50Mb price drop will be passed on to new and exisiting customers!

[Wad_2002]

I was paying £18pm for 2mb broadband only - that is a rip off.

[BenMcr]

If you were you should be paying £20 for 10Mbit.

[Begize]

I've recently had a similar conversation with CS about my bill being too high.

I had been paying £25 for 10Mb (L) broadband whereas new customers are offered it for £14 and to add insult to injury, 20MB (XL) broadband, is only £20. Even going into the "I'm an existing customer" part of the website said L was £20 - still less than I was paying.

Now, whilst I fully understand people get deals and introductory offers, the listed price on the website should be what you pay for the service. Any deductions / deals are personal to the customer and between them and VM to arrange.

It also shouldn't be down to me to ring CS and moan (I did actually use the phrase "rip off") to get a reduction. After all, when they put the prices up on the website, they don't wait for us to ring up and arrange to pay them do they?

[Ben B]

Originally Posted by Begize

I've recently had a similar conversation with CS about my bill being too high.

I had been paying £25 for 10Mb (L) broadband whereas new customers are offered it for £14 and to add insult to injury, 20MB (XL) broadband, is only £20. Even going into the "I'm an existing customer" part of the website said L was £20 - still less than I was paying.

Now, whilst I fully understand people get deals and introductory offers, the listed price on the website should be what you pay for the service. Any deductions / deals are personal to the customer and between them and VM to arrange.

It also shouldn't be down to me to ring CS and moan (I did actually use the phrase "rip off") to get a reduction. After all, when they put the prices up on the website, they don't wait for us to ring up and arrange to pay them do they?

You also have to consider +Line Rental and the prices quoted are including the bundle discounts, it appears as £25 on everyones bill, it's the bundle discount which brings it down to the advertised price. Can you post a full price breakdown from your bill?

[Begize]

Originally Posted by Ben B

You also have to consider +Line Rental and the prices quoted are including the bundle discounts, it appears as £25 on everyones bill, it's the bundle discount which brings it down to the advertised price. Can you post a full price breakdown from your bill?

I can indeed

Phone Line Rental £11.00
Talk International £1.50
TV Size XL £23.00
Broadband Size L £25.00
Sports 1 / 2 £19.00

There are no deductions / credits other than the VAT and eBilling one.

See what I mean?

[BenMcr]

It does sometimes happen

Obviously it means you could get XL for less than you pay for L and I'm sure they would happily do that for you

[Begize]

Originally Posted by BenMcr

It does sometimes happen

Obviously it means you could get XL for less than you pay for L and I'm sure they would happily do that for you

Thanks, I spoke to someone last week and negotiated an upgrade to XL for a £4 decrease in my bill. They also threw in an upgrade to L phone which might save me a few quid a month.

[alanasomething]

You can only get this offer at the point of sale (if you look online you'll almost always see "When you take a Virgin phone like for £11 a month" next to an asterix)

Existing customers can get lots of other offers, they just never seem to look at the actual bill. They look at the break down, completely ignoring any discounts, and phone up screaming. All these offers on the internet for new customers are point of sale only. Even in shops, "Buy one get one free" you can't buy one on Tuesday then go back in on Thursday to get another one free, it doesn't work that way. Point of sale of all 3 of the services = you get a deal on all 3 services (same goes with purchasing 2 services or 1).

Their first 3 bills will say something like-

Broadband - £20
BBI SAVING - £5
Special one off Discount - £10

But they don't look at that. They just look at "Broadband - £20" and phone up complaining.

On the internet the deals are layed out differently to what is on your bill but come to the same price, plus hardly anyone takes into account that you have to add £11 line rental onto that! Broadband M ALWAYS says £20 unless it is a certain deal for at least 6 months (POS only again). Customers always look at the break down, call up furious then feel stupid when they see, if they look at the total (minus call usage) is the exact price they are arguing for.

Fair enough if you don't understand the bill, that's fine, that's one of the things customer care are there to help with. But we're not there to try and help you with something we deal with everyday for you to scream and tell us it's wrong even when we're helping.

If you looked at your sisters bill if she was on that deal that is for new customers or existing customers ADDING A PHONE LINE,

her bill still wouldn't say "Broadband - £15" it would say "Broadband-£25" then discounts.

If your sister has a phone line and broadband, and her monthly cost is now all together just £25 then they have probably added Tel + BB bundle saving -£11 on and this will be a new contract. She has 7 days to cancel it. I have virgin media in my house, but it's in my dad's name so I don't get any staff discounts, but he's been with Virgin since Telewest, and he's paying £36 a month without phone calls, and new customers are paying £20, I just have to accept that that's business. Phoning and screaming at someone who can't exactly change the rules of the company wont help. It might be ripping off morally but it's what companies do to make money. I've never heard of a company that treats new and existing customers the same, except for that advert that was always on for Natwest or something.

If your sister wants a better deal, call Relations: 0845 454 1111 option 2 and quote the internet price, they can make more changes than customer care, but they probably can't get you a new customer deal.

Good luck!