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Price increase? Haggle with Virgin Media to get it down

46
Posted 27th Jul 2019
Okay, this is not a deal per se, but I saved quite some money with Virgin Media today, so I thought I would share. If you are with VM, out of contract or received a similar price increase letter, please read on.

Background:
  • I was still in-contract at VM, Big Bundle with 100 Mbps fibre, phone (never used it) and the smallest TV package available (rarely use it). The package cost an eye watering £38.95 per month.
  • Yesterday I received a letter from VM that they would increase the monthly fee by £3.50. The letter also stated that I have until 29 August to modify or cancel the contract.

As the package was already way too expensive, I phoned up VM to tell that I want to cancel the contract. When asked why, told them that I have some services that I do not need and it is no longer go value for money.

Important: do NOT accept anything that the initial CS rep wants to offer - good things come to those who wait! Just ask to be put through to Retentions (they called it their Specialist team).

Talking to the Specialist lady we went from the original package price to first £26 the finally £22.95 per month. All by using my loyalty as the biggest weapon, and doing a bit of research of what competitors are offering.

£16 a month saving for 15 mins on the phone...

Note:
  • The link takes you to a VM offer for newbies with a similar package to mine.
  • Analyse what you really need and do your homework about competitor prices (I used Moneysavingexpert's Broadband unbundled tool).
  • In my case I have been with VM for a few years so built up some loyalty 'credit'.
  • No need to be pushy, let them offer you something nice that you are really happy with.
Community Updates
46 Comments
Thanks for posting @gonda_akos I've moved this over to our misc section it's not strictly a deal like you say
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deleted1410297
Groundbreaking findings.
Cheers, what providers did you use as your main comparisons? I'm paying what you were.
jg21327/07/2019 13:39

Cheers, what providers did you use as your main comparisons? I'm paying …Cheers, what providers did you use as your main comparisons? I'm paying what you were.


My strategy was to throw in that I watch so little TV, I am happy to get rid of it to decrease the price. Then quoted VM's own promotion - for newbies: £26 for 100 Mbps fibre with line rental. Finally, quoted Vodafone who give 63 Mbps fibre with line rental.

If you watch a lot of TV, you could still argue that you started to watch a lot of Netflix etc, hence you will not need that much TV anymore. Or just quote the £32 VM package I put into the link.

Really depends on your situ, but hope this helps.

Lastly: if their offer does not cut it, just ask for some time to consider and discuss with your partner, etc. My experience is that they would call back in about a week once you mentioned that you want to leave. Again, loyalty sometimes pays.
gonda_akos27/07/2019 14:00

My strategy was to throw in that I watch so little TV, I am happy to get …My strategy was to throw in that I watch so little TV, I am happy to get rid of it to decrease the price. Then quoted VM's own promotion - for newbies: £26 for 100 Mbps fibre with line rental. Finally, quoted Vodafone who give 63 Mbps fibre with line rental. If you watch a lot of TV, you could still argue that you started to watch a lot of Netflix etc, hence you will not need that much TV anymore. Or just quote the £32 VM package I put into the link. Really depends on your situ, but hope this helps. Lastly: if their offer does not cut it, just ask for some time to consider and discuss with your partner, etc. My experience is that they would call back in about a week once you mentioned that you want to leave. Again, loyalty sometimes pays.


Thanks, I'm on the phone to them now, on hold. I can't find the £26 for 100 Mbps fibre with line rental deal or the £32 VM packages. There's no link included on this page.

I found the £27 one for 100Mbps through MSE & on their website £29 for what I basically have, basic tv, line rental and 100Mbps.
Got through to the first person after about 25 minutes on hold, then got cut off when I asked to get put through to retentions after them saying they could wave the £3.50 a month and that removing a service would remove my "loyalty" discount and I could pay more. They also said in the long run the new customers will pay more as they only get that rate for 12 months before a big increase after I mentioned the £29 package.
Edited by: "jg213" 27th Jul 2019
Second guy answered the phone and said hold on and left the phone "not on hold" for 8 minutes before I cut it off after saying "hello" numerous times, I could hear him typing. wow, what poor service.
jg21327/07/2019 14:33

...They also said in the long run the new customers will pay more as they …...They also said in the long run the new customers will pay more as they only get that rate for 12 months before a big increase after I mentioned the £29 package.


To which your answer would presumably be: "OK, I'll take that new customer offer for the same 12m contract, thanks".
jg21327/07/2019 14:52

Second guy answered the phone and said hold on and left the phone "not on …Second guy answered the phone and said hold on and left the phone "not on hold" for 8 minutes before I cut it off after saying "hello" numerous times, I could hear him typing. wow, what poor service.


I am sorry for your experience. They used to have terrible, now they are okay in my opinion. But there is a big difference between the first and the second teams, absolutely.
AndyRoyd27/07/2019 14:56

To which your answer would presumably be: "OK, I'll take that new customer …To which your answer would presumably be: "OK, I'll take that new customer offer for the same 12m contract, thanks".


Precisely, that is what I went for too, if you look at the screenshot I uploaded. 12 months, which goes back up afterwards.

The trick is to diarise NOW a reminder in your calendar to call them again in 12 months.
gonda_akos27/07/2019 15:32

I am sorry for your experience. They used to have terrible, now they are …I am sorry for your experience. They used to have terrible, now they are okay in my opinion. But there is a big difference between the first and the second teams, absolutely.


I got through to the 2nd team and they basically offered me the same. I think 37.50 to stay on the same package or £37 for just 100mbps BB lol. One problem is my household has high internet usage and they mentioned I might want an higher package, I've had deals in the past and been with them for years. I mentioned the £27 new deals and they said they don't have access or something like that to those online deals for new customers. They said it's the best they could do and they'll put it on the system for a few days in case I want to go for it. I think I might move. I want to stay with fiber optic, I'm eligible for Superfast Fibre 2 from BTs site hmmm.. BT fiber or Vodafone any good? that was a waste of over an hour, but thanks for posting.
Edited by: "jg213" 27th Jul 2019
jg21327/07/2019 14:33

Got through to the first person after about 25 minutes on hold, then got …Got through to the first person after about 25 minutes on hold, then got cut off when I asked to get put through to retentions after them saying they could wave the £3.50 a month and that removing a service would remove my "loyalty" discount and I could pay more. They also said in the long run the new customers will pay more as they only get that rate for 12 months before a big increase after I mentioned the £29 package.


Oh, I was unaware that they removed the link I put in there when they moved from deals to the Discussions. Here are some for comparison - i also took these from the MSE Broadband Unbundled tool:

- Vodafone, 63Mb + line for £22.99:
vodafone.co.uk/bro…11b

- Virgin (for newbies): 100Mb + line for £27: store.virginmedia.com/qui…977

- Virgin (for newbies) Big Bundle, 100 Mb + line + Mixit TV for £31.92:
virginmedia.com/sho…a2a
There are another two threads on this, hopefully one of those has the deals others are being offered so you can see as a comparison.
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deleted1471098
I do this every year. Got 350mb bb only for £32 a month.
jg21327/07/2019 14:52

Second guy answered the phone and said hold on and left the phone "not on …Second guy answered the phone and said hold on and left the phone "not on hold" for 8 minutes before I cut it off after saying "hello" numerous times, I could hear him typing. wow, what poor service.


I experienced the same but I called for a different reason, regarding charges on my bill. They just put you on hold and never come back. I was watching tv so I left it on loudspeaker, 20mins after no one still came. I complained to ceo email they didn't respond but a Number calls me, a ring or two and stops. Google says its virgin. Terrible
Put my notice in with them on the 8th of this month waiting on a call back but haven’t heard anything yet...
Bargainhead28/07/2019 14:04

Put my notice in with them on the 8th of this month waiting on a call back …Put my notice in with them on the 8th of this month waiting on a call back but haven’t heard anything yet...


Have you heard anything back ?
Not yet... if they don’t ring I’ll get a homefi or the wife will take virgin out through Quidco...
Bargainhead01/08/2019 18:48

Not yet... if they don’t ring I’ll get a homefi or the wife will take vir …Not yet... if they don’t ring I’ll get a homefi or the wife will take virgin out through Quidco...


Have you checked if your opted in for marketing ? If not you need to update this to allow marketing or they won't contact you. I have just put my notice in today and now just the waiting game
Thanks, I checked that before I cancelled...
ilikedeals2101/08/2019 19:21

Have you checked if your opted in for marketing ? If not you need to …Have you checked if your opted in for marketing ? If not you need to update this to allow marketing or they won't contact you. I have just put my notice in today and now just the waiting game

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deleted1410297
200MB for £26. Would like lower but itll do.
deleted141029705/08/2019 19:26

200MB for £26. Would like lower but itll do.


How you manage that? do you only have broadband?
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deleted1410297
jg21305/08/2019 19:35

How you manage that? do you only have broadband?


yeah broadband only no phone. What have you got ?

Just get on the phone n blag really
deleted141029705/08/2019 19:36

yeah broadband only no phone. What have you got ?Just get on the phone n …yeah broadband only no phone. What have you got ?Just get on the phone n blag really


I have basic TV, Phone(don't use) and 100mb BB. I tried last week and got offered 37.50 for what I have or £37 for just 100mb broadband or £40 for 200mb & I think basic tv and phone line. They mentioned I was a high internet user and I'm not sure if that's why the deals they offered me were so bad. They also said taking away tv & phone will get rid of my "loyalty" discount.
Edited by: "jg213" 5th Aug 2019
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deleted1410297
jg21305/08/2019 19:47

I have basic TV, Phone(don't use) and 100mb BB. I tried last week and got …I have basic TV, Phone(don't use) and 100mb BB. I tried last week and got offered 37.50 for what I have or £37 for just 100mb broadband or £40 for 200mb & I think basic tv and phone line. They mentioned I was a high internet user and I'm not sure if that's why the deals they offered me were so bad. They also said taking away tv & phone will get rid of my "loyalty" discount.


High internet user is a trick they use to con the ignorant. Most don’t need more than 50mb or 100mb unless they’re downloading games/films regularly or in a very busy household. Even then you can get by.

Did you talk to “‭0345 045 0592‬” as this is the end of line retentions. I think if you say to them to offer you 100mb bb only and quote the various options (BT + hyper optic in London) they may give a good price.

But from what I understand there are a select few discounts specific to you as a user and whatever they say is the best they will do.
deleted141029705/08/2019 20:49

High internet user is a trick they use to con the ignorant. Most don’t n …High internet user is a trick they use to con the ignorant. Most don’t need more than 50mb or 100mb unless they’re downloading games/films regularly or in a very busy household. Even then you can get by.Did you talk to “‭0345 045 0592‬” as this is the end of line retentions. I think if you say to them to offer you 100mb bb only and quote the various options (BT + hyper optic in London) they may give a good price.But from what I understand there are a select few discounts specific to you as a user and whatever they say is the best they will do.


Hi I have cancelled my contract with virgin and hoping for them to call me back. But i rang the number you quoted and they were trying to keep me but offered me a worse deal than what I was offered prior to cancelling.

My question is would the number I rang be the team that ring customers back trying to stop them from leaving ?
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deleted1410297
ilikedeals2106/08/2019 13:10

Hi I have cancelled my contract with virgin and hoping for them to call …Hi I have cancelled my contract with virgin and hoping for them to call me back. But i rang the number you quoted and they were trying to keep me but offered me a worse deal than what I was offered prior to cancelling. My question is would the number I rang be the team that ring customers back trying to stop them from leaving ?


yes that's the final contact point of virgin media, what they offer doesn't get better than that. Maybe they haven't got you down for a retentions call yet or they will be calling you shortly. The guy on the phone I spoke to was quite open about their process and say they get a bunch of details of people wanting to leave and call them 1 by 1 to offer a predetermined "best contract offer"
deleted141029706/08/2019 13:13

yes that's the final contact point of virgin media, what they offer …yes that's the final contact point of virgin media, what they offer doesn't get better than that. Maybe they haven't got you down for a retentions call yet or they will be calling you shortly. The guy on the phone I spoke to was quite open about their process and say they get a bunch of details of people wanting to leave and call them 1 by 1 to offer a predetermined "best contract offer"


Oh man shame. Looks like I'm moving suppliers. I will call them again once I finish work.
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deleted1410297
ilikedeals2106/08/2019 13:31

Oh man shame. Looks like I'm moving suppliers. I will call them again once …Oh man shame. Looks like I'm moving suppliers. I will call them again once I finish work.


well when did u put in a notice? I put mine in on 27th or 28th july and got a call yesterday, 5th aug.

So i would wait for their call first.
deleted141029706/08/2019 13:35

well when did u put in a notice? I put mine in on 27th or 28th july and …well when did u put in a notice? I put mine in on 27th or 28th july and got a call yesterday, 5th aug.So i would wait for their call first.


I cancelled on the 1st of august . So I might just wait it out and see what happens but definitely not staying with what I've been quoted .its shame really quote enjoyed having there service
Edited by: "ilikedeals21" 6th Aug 2019
deleted141029706/08/2019 13:35

well when did u put in a notice? I put mine in on 27th or 28th july and …well when did u put in a notice? I put mine in on 27th or 28th july and got a call yesterday, 5th aug.So i would wait for their call first.


So I actually rang back again before best deal I could get was £24PM for 200mb broadband only. I havnt accepted as I thought I will still wait to see if I get a call of them and try again if not will probably end up taking this offer.
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deleted1410297
ilikedeals2106/08/2019 19:00

So I actually rang back again before best deal I could get was £24PM for …So I actually rang back again before best deal I could get was £24PM for 200mb broadband only. I havnt accepted as I thought I will still wait to see if I get a call of them and try again if not will probably end up taking this offer.


Thats a great deal which i doubt will be made any lower to be honest without a lot of leg work. Anyone getting 200mb for under £20 or around £21-25 is lucky.
I called them again and said I wanted to cancel as the best deal they offered me was £32 for 100mb bb only or £40 for what I have already. The person didn't even put me through to retentions, just put the cancellation in. The person said you cancelled previously and you had a call back a few years ago and that they don't do that anymore so this will be your final call and you won't get a call back and they will send over boxes for me to send back the equipment. This was going through the standard customer service number.

Do you think the person will mark me to not get a call back?
ilikedeals2106/08/2019 19:00

So I actually rang back again before best deal I could get was £24PM for …So I actually rang back again before best deal I could get was £24PM for 200mb broadband only. I havnt accepted as I thought I will still wait to see if I get a call of them and try again if not will probably end up taking this offer.


deleted141029705/08/2019 20:49

High internet user is a trick they use to con the ignorant. Most don’t n …High internet user is a trick they use to con the ignorant. Most don’t need more than 50mb or 100mb unless they’re downloading games/films regularly or in a very busy household. Even then you can get by.Did you talk to “‭0345 045 0592‬” as this is the end of line retentions. I think if you say to them to offer you 100mb bb only and quote the various options (BT + hyper optic in London) they may give a good price.But from what I understand there are a select few discounts specific to you as a user and whatever they say is the best they will do.


Did you call back the number Fuaarrkk posted? I'm guessing you called them about a week after you put your cancellation in? is that right? if you see my post above this one the cs person said I won't get a call back. The notice is 30 days isn't it?
jg21309/08/2019 14:21

Did you call back the number Fuaarrkk posted? I'm guessing you called them …Did you call back the number Fuaarrkk posted? I'm guessing you called them about a week after you put your cancellation in? is that right? if you see my post above this one the cs person said I won't get a call back. The notice is 30 days isn't it?


Yes that exactly what I did. As of yet I have not officially been co tacted by virgin but I did contact them myself with the number fuaarrkk posted. I'm still waiting for them to call me non the less before I accept the offer made. But yes 31 days to cancel and you can stop your cancellation at anytime .
Managed to my contract price lowered to one that I'm happy with but they've 'removed my loyalty discount', what does this mean?
xTalha9627/08/2019 07:17

Managed to my contract price lowered to one that I'm happy with but …Managed to my contract price lowered to one that I'm happy with but they've 'removed my loyalty discount', what does this mean?


Good question. I do not know for sure, but I was given a similar line when talking to them. In my case though, it was cheaper to keep the 'loyalty discount'.

Based on my conversation with them, the loyalty discount sounds like a line item that Customer Service can add to your account - I assume based on 'value' as a customer to them. It has to be data driven as the CS lady referred to the long years I have been with Virgin.

But this is just an educated guess. Is there anyone with more reliable information willing to share?
jg21309/08/2019 14:21

Did you call back the number Fuaarrkk posted? I'm guessing you called them …Did you call back the number Fuaarrkk posted? I'm guessing you called them about a week after you put your cancellation in? is that right? if you see my post above this one the cs person said I won't get a call back. The notice is 30 days isn't it?


@jg213 did you get finally a call back? What happened to your case? Apols for the radio silence, i have been away on holiday almost completely offline.
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