Virgin Media Discussion Thread

Jupiter said:
At that stage I'd be cancelling the contract and following through. They are bound to fight for a customer who has a fully loaded package
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Did you miss the part where it’s not op’s account, and the account holder (his father) is moving to a non serviceable property?

cu3ed said:
I tried to read over it but it was a lot between that and finding my dad a nursing home, it wasnt exactly top top top priority. I only realised about a week ago.
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So the issue is that your father is in a contract, he can’t take the services with him, and you notified VM of this about a week ago and sent off the proof of this and are waiting for the charge to be credited. Presumably as you would be giving 30 days notice, and it’s 14 days after disconnection for a final bill, it’s about 6 weeks from the point you booked the disconnection before you would need to pay any contract termination fee, and they state a maximum timescale of 30 days to process the information you have provided and you’re already about a week into that. It feels like you’ve done everything you can, and have no reason to have to pay anything other than the normal bill for the notice period, as you have about 5 weeks before the final bill and are about a week into a process that they claim will take up to 30 days. Not sure what ‘other’ forums say, but the actual process is pretty clear, other than confirming they have received your documentation, its a waiting game.
 
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This is bloody stress. Online is quoting me £123, when I am currently paying £82. I again got quoted £156 on the phone, bit stuck what to do lol
 
ShivP said:
This is bloody stress. Online is quoting me £123, when I am currently paying £82. I again got quoted £156 on the phone, bit stuck what to do lol
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I booked an installation with a new provider, Virgin lowered the price 30%, so I cancelled.

Openreach still turned up to install a bit later, but were very cheery about it and left :P
 
LuckyBenski said:
I booked an installation with a new provider, Virgin lowered the price 30%, so I cancelled.

Openreach still turned up to install a bit later, but were very cheery about it and left :P
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How did you go about that? Inform them you're cancelling and then just wait?
 
ShivP said:
How did you go about that? Inform them you're cancelling and then just wait?
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I went to online chat to let them know I was cancelling and they immediately mentioned the massive reduction.

A few days prior I'd been on the phone and they wouldn't shift on price at all so I told them fine, I'll organise a new provider at the weekend.
 
LuckyBenski said:
I went to online chat to let them know I was cancelling and they immediately mentioned the massive reduction.

A few days prior I'd been on the phone and they wouldn't shift on price at all so I told them fine, I'll organise a new provider at the weekend.
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No such luck. Only dropped it a little, but no way near what I am paying at the moment still.
 
ShivP said:
This is bloody stress. Online is quoting me £123, when I am currently paying £82. I again got quoted £156 on the phone, bit stuck what to do lol
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Put in the disconnect request and get a date for disconnection and final bill.
Then call their UK retentions after a week or so on 02037436947
I just renewed 1gig ultimate mega bundle whatever it’s called now with an extra tv box for £68 a month (without TNT sport).
Same thing every 18 months but it works and I have no other supplier options except for FTTC 40mb ish that I don’t want!
 
^JP^ said:
Put in the disconnect request and get a date for disconnection and final bill.
Then call their UK retentions after a week or so on 02037436947
I just renewed 1gig ultimate mega bundle whatever it’s called now with an extra tv box for £68 a month (without TNT sport).
Same thing every 18 months but it works and I have no other supplier options except for FTTC 40mb ish that I don’t want!
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Thanks. I put disconnection in yesterady for 22nd April. I'll wait till this Friday to call
 
Anyone been having issues with Virgin's network the last couple of days. I'm in S Wales and it's barely been functional the last 2 days and when you try ringing their CS you get the usual absolutely abyssmal service where you have to wait 30+ minute just for some India based ignoramus to totally talk over what you are saying and try to sell you an upgrade.
Forgot to add as soon as he realises you have an issue - they disconnect your call
 
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^JP^ said:
Put in the disconnect request and get a date for disconnection and final bill.
Then call their UK retentions after a week or so on 02037436947
I just renewed 1gig ultimate mega bundle whatever it’s called now with an extra tv box for £68 a month (without TNT sport).
Same thing every 18 months but it works and I have no other supplier options except for FTTC 40mb ish that I don’t want!
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This is exactly what I'm going to do. Contract ends on the 9th May going to call at some point before the 9th April to disconnect along with getting final bill plus disconnections date. Currently in my partners name so going to put it in my name.

They want £73 for 350mb broadband, home phone (which has never been plugged in) and Mega TV.

New customers can get Mega TV and 1Gig for £43 per month.

@^JP^ @ShivP Did you call to put in your disconnection request or online chat?
 
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xiphrex said:
Why must we play this game every 18 months?

Why cant they reward loyal customers instead of jacking up the price?
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Because the vast majority of customers just renew at the full price. Generally because they are ignorant, lazy, have no alternative or just accept they were getting an introductory discount. It is their business model and nothing the few of us can do about it. Very frustrating.
 
xiphrex said:
Why must we play this game every 18 months?

Why cant they reward loyal customers instead of jacking up the price?
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dannywaugh1 said:
Loyal customers (us) are the bread and butter for them I think. Correct me if I'm wrong.
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There are two basic models in subscription TV (and by extension most monthly subscriptions in a non monopoly). You can have a load of customers with a low price model, aiming to attract as many as possible. Or you can have a high enough price that a small customer base will cover your income needs nicely. Both have challenges and benefits e.g. low cost won't hurt when a few customers leave, but you need an awful lot of customers and the market (population) is limited. High price means good income but you will feel it when customers leave as each customer is a bigger fraction of your total revenue.

There is an industry term, ARPU - Average Revenue Per User. Say it out loud! Naturally a business might slide between the low price concept or the low user base model depending on market conditions, business strategy, etc over time. But you might find they aim for the same ARPU regardless of whether it's earned from 3 million customers, or 6 million at half the price.

This sort of model invariably then has to accommodate a certain number of customers leaving (don't like the price or the service), and some joining (competitive price, like the offering). This is called churn - i.e. a business might have the same number of customers as last year and same ARPU, but 500,000 left and 500,000 joined. This is where the attractive new customer price wins out. If your service is **** or your price hikes **** people off, just attract new customers with a good deal.

Sorry that was a bit of an essay, and just regurgitating our annual state of the industry forecasting talk at work really :D
 
LuckyBenski said:
There is an industry term, ARPU - Average Revenue Per User. Say it out loud! Naturally a business might slide between the low price concept or the low user base model depending on market conditions, business strategy, etc over time. But you might find they aim for the same ARPU regardless of whether it's earned from 3 million customers, or 6 million at half the price.
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It wastes customers' time though and offers poor customer experience.

Even though my internet connection has been good and I have had no significant issues over the last 18 months, I still want to rate them 1/5 stars because of this compulsory price hike and the associated time wasting I have to do on the phone, asking to cancel, calling them back or getting called back later, a new price offered, etc etc before getting to a price that is still more than what I was paying but not outrageously more.

I was on the phone for over an hour a month ago just to play this game and in the end I'm paying more anyway.

This is what happens when you see customers as purely cash cows, rather than focusing on providing a good customer service and experience.
 
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xiphrex said:
It wastes customers' time though and offers poor customer experience though.

Even though my internet connection has been good and I have had no significant issues over the last 18 months, I still want to rate them 1/5 stars because of this compulsory price hike and the associated time wasting I have to do on the phone, asking to cancel, calling them back or getting called back later, a new price offered, etc etc before getting to a price that is still more than what I was paying but not outrageously more.

I was on the phone for over an hour a month ago just to play this game and in the end I'm paying more anyway.

This is what happens when you see customers as purely cash cows, rather than focusing on providing a good customer service and experience.
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Was expecting the April price increase have 8 months left on contract I remember before with this April increase you could have option to end contract early now you can't you agree to the price increase later when you take out contract what BS
 
dannywaugh1 said:
This is exactly what I'm going to do. Contract ends on the 9th May going to call at some point before the 9th April to disconnect along with getting final bill plus disconnections date. Currently in my partners name so going to put it in my name.

They want £73 for 350mb broadband, home phone (which has never been plugged in) and Mega TV.

New customers can get Mega TV and 1Gig for £43 per month.

@^JP^ @ShivP Did you call to put in your disconnection request or online chat?
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Disconnection request via webchat. Got email with closing bill and disconnect date etc then week or so later called that retentions number which put me straight through to a UK call centre for the "best" deal.
 
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