Shocking
Received my email stating prices were going up and that I was able to leave without penalty….. music to my ears as I’ve been with VM almost 18 months which is the contract I took out…. In this time I have had my internet drop out weekly and receive sales and marketing calls upto 3 times per month who really dont like being told “no I don’t want to change my package’ so much so I have stopped answering my landline phone due to their bullying tactics at trying to get you to pay more money for your service!! I rung yesterday to cancel with them and the advisor at first was friendly and explained it was his job to keep me as a customer and offered me the same package as I have now but 99p cheaper per month I declined as I have decided to go back to the provider I was with 19 years prior to signing up with VM … the only reason I left my previous supplier was we moved to a new build estate and they couldn’t supply me with broadband and phone at the time only a tv package thankfully things have changed and I can now get everything with previous supplier (sky) at my new address … the VM retentions team told me sky wouldn’t be able to handle the internet speed we need and he stated I could quote him on that it was never a problem in my previous 19 years with them!!! When I declined his offer of 99p reduction he put me on hold for the best part of 5 minutes then came back on the line AGAIN asking me not to leave and he can now reduce my bill by a further £7 per month I AGAIN declined to be put on hold again so when he came back on the line he proceeded to bad mouth sky to me and tell me if I didn’t return their equipment I would be charged £40 my reply that’s fine if you send me the packaging I will happily return now can I please cancel my service with yourselves he reluctantly did huffing and puffing at me down the phone. Thankfully I have received my cancellation confirmation via email, took me 40 minutes to cancel they really don’t want you to go once you’re with them !! I will certainly avoid in future.
Reply from Virgin Media
Hi Sarah, thank you for your review. I'm very sorry to hear that you're unhappy with the recent price rise.
Changing prices is never an easy decision, but as service usage has increased over the last 24 months we have to continuously re-invest in our network. Doing so permits more people to enjoy our services and meet the demand to continuously deliver the fastest widely-available speeds in the UK. We're continuing to invest in our network which will help improve performance and reliability for all.
In addition to this, we have supported our customers with a range of upgrades and new services at no extra cost. Whether that's giving customers a free speed boost, upgrading their equipment or providing new content and channels, we're committed to giving our customers more.
We have a great range of offers available to existing customers. If you would like to look at what we can do for you, please contact us and a member of our team will be able to make sure we get you everything you need.
You can find and access all of our available contact options, including live chat, here: virg.in/VMcontact.
^Paulina
