I’ve been a Virgin Media customer for…
I’ve been a Virgin Media customer for several years, but as soon as my contract ended, my monthly bill suddenly tripled. I didn’t notice for two months and only then realised my contract had expired.
When I contacted the customer service team, someone called Sandeep offered me a terrible deal. I asked if they could do better, and I was told no — that it was “better than paying £66.64 a month.” I then asked to speak with a manager to share my feedback, but I was abruptly transferred to a different agent.
After many years as a customer, I decided to leave. It’s incredibly disappointing how Virgin Media treats long-term customers. I do not recommend them now.
EDIT: An apology on the rude response from customer service followed by his abrupt end to our conversation would have been more appropriate than your response. Ironically, I initially called to set a second account for another property. I am not going back to Virgin Media now.
Reply from Virgin Media
Hello Celeste,
As with all providers, we have introductory offers to new customers. At the start of all of our customers' time with us, they will have benefited from such a deal. Once this expires, we'll always do all that we can to offer the best existing customer deal that's available.
We also send out an end of contract notification to all of our customers before their minimum agreed term comes to an end, highlighting both the new package price and any other offers that may be of interest.
We're always happy to review your package and cost to help find one that best suits your needs and budget. This doesn't always mean a downgrade.
If you would like to discuss your package and the options that are currently available for you, please call 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.