Posted 12 September 2023
Virgin Media Employee's Tips and Tricks for Deals
Copy Pasting from a Reddit thread as HotUKDeals doesn't allow linking to Reddit:
1. The start of the month between the 1st and 5th is the best time to call because we get something called “agent discounts”. We get 24 each and these can range between £3 to £10 depending on the account that we can get you off of your bill for 18 months.
2. Sundays are our quietest days btw.
Monday - Friday our lines are open until 9:15pm. Weekends it’s 6pm.
3. If you’ve been told to call back in 2 hours because the system is down you’ll be better off calling in 2 days.
This is because the lines will be backed up for 2 days with the calls we couldn’t take on the system down day.
4. The O2 sim you signed up for 18 months ago? You can cancel that now.
5. If you buy an O2 sim online for £5pcm and then call us when it arrives you can go to the Ult Volt package without having to pay for the £25 sim.
6. If you’re moving address and the agent states you have to pay for the remainder of your contract because you can’t take service with you that is incorrect. You can still disconnect and send us proof of your new address. You get an email with instructions and it waves any EDFS. (Early disconnection fees)
7. If you aren’t in a new contract when you move, the system will start a new contract for you.
You CAN'T bring your current contract with you regardless of what the person on the phone tells you.
It will always start a new contract, so negotiate on the moving phonecall or call to negotiate within 14 days to change the package. Do not believe anyone that tells you that your current contract will move with you. They are either mistaken or lying.
ALWAYS check when/if your contract ends to avoid this because the system will put the new contract at full price.
You have 14 days from contract start to make changes (negotiate deals) or cancel.
8. Despite what Tikktok has told you; stating you are moving abroad doesn’t get you out of paying fees. You’ll still be charged and the agent can’t stop that.
P.S Please don't believe TikTok rubbish.
9. Virgin media have gotten rid of the early disconnect fee cap so instead of paying £288 as the cap limit. Fees will now be as high as £800+.
This is not the agents fault, and they can't change this. Please do not shout at them for this.
10. Although it's a pain; if you have Wifi Issues and want to leave without paying the disconnect fees; Have 3 techs visit your property within 1 month and if nothing is fixed then we can let you leave with NO disconnection fees.
The 3 techs must visit the property within 1 month. You may have to ask repeatedly for the Tech Visits to ensure you meet the requirements in time.
For this, you can use Live Chat instead of calling in if you prefer.
11. Again, Sunday is our quietest day for calls.
12. Ask for the agent to upgrade your M500 to the 1Gig plan if you're taking advantage of VOLT on a new contract. (See tip above)
Ask the agent tk submit an RK Form to have the price corrected to the M500 price. Say your friend told you about the RK Form.
13. When your contract is up, you can close your account and sign up as a new customer with certain agents.
Alternatively, you can have your partner sign up in their name for new customer discounts.
Remember, 1st-5th of the month; agents can do discounts lasting 18 months.
14. 30 days before the end of your contract; you can call customer service (Ideally the 1st to the 5th of the month, and ideally Sunday) to discuss offers and discounts.
If nothing takes your fancy, you can give them your notice of cancellation and within 30 days (Usually around 2 weeks) you'll have phonecalls from them with customer retention deals. Some of these may be better.
If not, you can give your notice of cancellation and have your partner sign up for new customer deals after your contract ends. Give it 2-3 days after your contract ends before they sign up.
Or you can try customer service/retentions/renewals again before your contract ends.
15. Sometimes adding a tv box to a plan can add to the discounts an agent can provide. It costs no extra with those discounts and can make the bundle cheaper overall than without it.
It doesn't always work out but it's worth trying. You don't need to actually use the tv box either.
16. Cable.co.uk often has some alright deals if you can't be bothered with all this, or nothing's working for you.
17. Get referred by someone. (I'm not referring. There is no code or link here. Don't nuke me or this thread, HotUKDeals. )
I can't share details here because of HotUKDeals Terms Of Service but I'm sure if you search, you'll find one.
It's £50 free account credit for use from your second month. It's a no brainer.
Community Updates
21 Comments
sorted byI've now requested the phone call, which I need to wait 7 days for as they have to authorise it once I've got it, I know exactly where I was offered the deal and it's going to head office with a big complaint.
Virgin never used to be bad customer service wise, but over the past 2 years it's gotten worse and worse every time I need to ring up!
Waited and waited so I called up the retentions team twice and was told £29 is the best they can offer.
So last week I used a TCB offer and signed up for Community Fiber. They came and installed just yesterday and what a breath of fresh air. Had a query and called them up last week, got through to somebody within 5 mins and they actually answered my query.
The install team were great, they turned up and said I’d need a hoist to complete the install and I thought oh no, install delayed but no, the guy made a call and a van with a hoist arrived 15 mins later. They listened to how I wanted it cabled inside and outside, tidied up and left.
Switched the entire house to their new Internet and everything is running fine, the WiFi disconnects I used to get 5-6 times a day have now stopped and I’ve now got 150mbs up and down. The Linksys router they supply has got features that just work and the WiFi coverage is much better now. For example I could never configure port forwarding on the Virgin hub, the config would never save so I had to enable uPNP but with the new Linksys that just works. The Linksys also supports DDNS, which I previously had to do with a script running on my Asus Rt68, I can now configure that within the Linksys.
I had been with Virgin for something like 27 years so was worried about making the change, took me ages to move all my accounts that used my Virgin email over but that was the toughest bit.
If you have options then my advice, dump Virgin, your loyalty counts for nothing at all! And I was sick to death of the retention merry go round. (edited)
Pricing should be simple and transparent. I reckon most people don't shop around so they earn loads of money by getting people on a cheap contract then continually increasing the price.
I wouldn't mind, but they always moan about how skint they are
Now given 2nd October for new installation.
Mean while they first told, virgin will reimburse sky money until new contract start but now virgin says they will only give £50 credit. I have to pay extra £30 from my pocket.
However, he said he'd get someone who can get me a better discount to call me before the end of the week (this was last week). They didn't. Has anyone got a direct number I can contact to retentions to get a callback?
I have put my notice in, currently there aren't any great offers but hoping that something will come up in the next 30 days.