So the fun begins....I received my monthly email from virgin of my upcoming bill, £69. I'm still expecting it to be £33 as my discount expires on the 30th June 2023, so I get on the phone and painfully I get through to someone who not only struggled to explain herself, but I genuinely could not understand what she was saying and throw in a really poor line quality, that just made that situation extremely frustrating. What the lady was trying to say though was, because virgin bill in advance, my final discount would have been on the bill which was taken at the beginning of the month, the £69 if now my out of contract bill. Prior to that explanation, she gave a different reason as to why that bill was £69 which made no sense when challenged.
So, then she wanted to discuss me renewing, I knew straight away that there was no way she would be able to offer my a deal that was close to what I was on, but i'm here now so I played along. £62 for Gig1, I told her to forget it, not interested. She said what she could do is transfer me to Virgin customer solutions who may be able to offer my something better (here we go), so she transferred me and I had to explain the whole situation again as virgin staff just seem to transfer calls with zero information of the nature of the call. For me though, for a brief moment I felt reassured simply because I could understand everything the person on the other end of the line was saying. Needless to say that reassurance soon went flat when she confirmed that the bill would now be £69 and after she looked at what she could offer in terms to a new contract she could only offer £45, again I said no thanks. She asked what i'd to do, I said I want to give my 30 days cancellation period which she appeared to instigate. ***Apparently*** my final date of service with be the 17th of July, but most of us know how this goes. She confirmed my phone number and said I may receive a call from another department who maybe able to offer a better deal than herself, which I said okay to.
Is it the retention department that offers the best deals? Is there a generic process in the way that they do their outbound calls, just so I know when I have to pull the trigger on a deal that is offered? I did mention to her that Community Fibre is now an option in my area...which technically is true of course. Let's see how this new Virgin chapter plays out.
So, then she wanted to discuss me renewing, I knew straight away that there was no way she would be able to offer my a deal that was close to what I was on, but i'm here now so I played along. £62 for Gig1, I told her to forget it, not interested. She said what she could do is transfer me to Virgin customer solutions who may be able to offer my something better (here we go), so she transferred me and I had to explain the whole situation again as virgin staff just seem to transfer calls with zero information of the nature of the call. For me though, for a brief moment I felt reassured simply because I could understand everything the person on the other end of the line was saying. Needless to say that reassurance soon went flat when she confirmed that the bill would now be £69 and after she looked at what she could offer in terms to a new contract she could only offer £45, again I said no thanks. She asked what i'd to do, I said I want to give my 30 days cancellation period which she appeared to instigate. ***Apparently*** my final date of service with be the 17th of July, but most of us know how this goes. She confirmed my phone number and said I may receive a call from another department who maybe able to offer a better deal than herself, which I said okay to.
Is it the retention department that offers the best deals? Is there a generic process in the way that they do their outbound calls, just so I know when I have to pull the trigger on a deal that is offered? I did mention to her that Community Fibre is now an option in my area...which technically is true of course. Let's see how this new Virgin chapter plays out.
