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Hi all,
Just wondering if anyone can advise whether I can get VM to reduce my monthly bill.
I currently pay £57 pm for M Phone and XL TV (+ Sport and Movies) and then separately pay £18 for M Broadband.
I phoned customer services last month to ask why I pay £18 for BB, when the standard price in all adverts now is quoted as £9, and the very pleasant person I spoke to immediately said that this would be reduced to £10 for 6 months, wef from this month, but this hasn't happened and I've still been debited £18.
What is the retentions team I keep reading about? Can they help? How do I contact them?
I want to remain on the same package although I am thinking of upgrading to V+.
Any advice would be gratefully received. Thanks
Retentions are the people that deal with disconection requests and usually are able to offer a discount to keep the services that you have.
If your looking at getting the V+ it may be worth looking at the VIP package, the install would only be £30 you get the XL phone and an upgrade to XL BB for £10 more than you currently pay.
With the BB it could be that the discount was applied from the date that you called in, and the £18 bill had already been produced so would collect that amount and then start the 6 months from the next bill. Might be worth giving CS a call to see if it has been applied or not though
I had a billing problem with them some 6-8 months back, to calm me down they offered 1/2 price broadband for a number of months - Nice.
Trouble was I had to call them up EACH month to get them to apply the reduction, and every time I was assured that it was now sorted out and would happen automatically next month - My ar*e it did.
Although that could of course just be standard business practise and hope you don't notice
The BB service is generally fine as long as you never have to actually phone them up to sort anything out, which is generally when you start to wonder if the could organise a **** up in the proverbial brewery
Thanks for the replies. I've phoned them again and surprise, surprise there was nothing on my a/c about a reduction. However, the guy I spoke to this time (Mohammed Ali !) seemed to know what he was doing and after a bit of bartering we eventually agreed on an upgrade to BB L at £25 per month and a reduction on the cost of the TV and phone services from £57 to £42.50, net saving of £7.50 p.m. Also getting an upgrade to V+ for a one-off £75 charge.
Hopefully they'll follow through with it this time. Twice now I've been promised something on the phone which hasn't happened and I do wonder whether they have a trick of promising something that they won't deliver just to get rid of you.
Don't know, but I think you get through to Retentions by dialling 150 and taking the option "If you're thinking of leaving us".
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