Not a lifetime offer

[howesy]

Like many people I negoiated a deal with VM last year for a complete TV, Internet and Phone package. This was a lifetime deal (as said by two VM retention operators).

After 12 months I've found out that my 'deal' was infact a 12 month offer and all discounts are finished and won't be reinstated.

I've called quite a few times and they aren't budging. I've no real choice but to go back to sky since the price is roughly the same but their offering is vastly superior.

Its a same VM are happy to loose customers so easily.

[WHISTLED]

I have Sky the offering is in no way 'vastly superior' as you describe..

As you say the price is pretty much the same, therefore it would seem to be the right price for the product wouldnt it?

VM are not prepared to just let good customers go, but they want their customers to be profitable.

[howesy]

I've had sky for many years before VM. The only area that VM could claim to be better is Broadband and even that is too heavily traffic managed.

Otherwise the V+ box is one of the worst bit of technology I've ever owned (and I've got 2). Its fails to record all the time, picture quality is poor, no HD channels and slow channel change / remote control response.

[lostandconfused]

Originally Posted by howesy

I've had sky for many years before VM. The only area that VM could claim to be better is Broadband and even that is too heavily traffic managed.

Otherwise the V+ box is one of the worst bit of technology I've ever owned (and I've got 2). Its fails to record all the time, picture quality is poor, no HD channels and slow channel change / remote control response.

Go to sky then

[Toto]

Originally Posted by howesy

I've had sky for many years before VM. The only area that VM could claim to be better is Broadband and even that is too heavily traffic managed.

Otherwise the V+ box is one of the worst bit of technology I've ever owned (and I've got 2). Its fails to record all the time, picture quality is poor, no HD channels and slow channel change / remote control response.

Ditto, head off to sky mate, you're obviously not happy.

I've had 1 failed recording, picture quality is very good. BBCHD channel is there, plus some on demand HD content. Remote control works well in line of sight if the battery condition is good. EPG is slow though, on that I agree.

[BenMcr]

Its a same VM are happy to loose customers so easily.

No company wants to loose custom. But as WHISTLED said, Virgin will only go so far to keep a customer.

What is the point of keeping someone on if they make no money for the business?

[arcamalpha2004]

Originally Posted by howesy

Like many people I negoiated a deal with VM last year for a complete TV, Internet and Phone package. This was a lifetime deal (as said by two VM retention operators).

After 12 months I've found out that my 'deal' was infact a 12 month offer and all discounts are finished and won't be reinstated.

I've called quite a few times and they aren't budging. I've no real choice but to go back to sky since the price is roughly the same but their offering is vastly superior.

Its a same VM are happy to loose customers so easily.

Howesy, when you negotiated the deal were you told it was for 12 months?
Reason I ask, if it was a 12 month deal that would have meant you entering into a new contract with vm.
See I have a current issue with vm which is being investigated by cisas.
Not so long ago I had a phone call from vm telling me that if I had been offered a 12 month deal as I claim, then that would have meant a new 12 month minimum contract.
Seems vm are telling customers on an adhoc basis what suits them.
I'd suggest complaining and if that gets you nowhere contact cisas.

[lostandconfused]

I dont think even cisas would force a company to hold a price for a lifetime, especially if it were a verbal contract and the customer isnt held to a minimum term as the OP has said it was over 12 months ago

[Chicken]

Remember this is VM/NTL/BY where unlimited means limited and 'lifetime' means anything from 3 months to a year.

'Lifetime' in this context would mean the lifetime of the contact - i.e. 12 months, after which the contract would be either renewed (at standard pricing) or open to renegotation (which VM are unwilling to do).

To be honest, you were lucky to get that much out of them, most deals are only for 3 months.

[BenMcr]

Originally Posted by Chicken

Remember this is VM/NTL/BY where unlimited means limited and 'lifetime' means anything from 3 months to a year.

'Lifetime' in this context would mean the lifetime of the contact - i.e. 12 months, after which the contract would be either renewed (at standard pricing) or open to renegotation (which VM are unwilling to do).

To be honest, you were lucky to get that much out of them, most deals are only for 3 months.

And that is wrong in so many ways.

If someone took out the 3 for £30 in Feb 2007, they still have the 3 for £30 now. By my count that is 15 months

If someone took out a confirmed Customer Relation bundle in Feb 2007, they would still have it now. Again 15 months

The problem is when the agent they spoke to last year 'topped up' the bundle with a time limited offer. It is this that is being removed/ending

[Chicken]

The 3 for £30 is an offer that's still available.

[BenMcr]

Yes it is, as are all the other official offers that were avaliable this time last year.

The only thing that has changed is the tightening of what Customer Relations agents can do on the system, to stop them offering unauthorised deals

[Saaf_laandon_mo]

I was offered a 'lifetime' BB offer only to be charged back to normal after 3 months. When I called Virgin they told me that the billing dept had made a mistake by charging me more and I would receive a credit of @£7 a month on my bill as long as I had the BB service.

9 months later that too dissapeared, and I was told by CS that Virgin did not offer life time offers and I had been misinformed. When I said, that not my problem, they promptly reinstated my discount, saying that through their goodwill they would offer me the discount for another 12 months.

[arcamalpha2004]

Originally Posted by BenMcr

Yes it is, as are all the other official offers that were avaliable this time last year.

The only thing that has changed is the tightening of what Customer Relations agents can do on the system, to stop them offering unauthorised deals

So Ben, I take it that those agents who offered " unauthorised " deals are no longer working for the " new look correct billing vm "
You see my deal must have been authorised somewhere along the line because I was only being billed for the 4mb when in fact my speed was 20mb?
Is it the case that employees rule the roost so much at vm that they can just up people's internet speeds at a whim and still be working there now? nah, I do not think so either.
VM are just ripping people off, and dont deny it unless you have been at the receiving end Ben.

---------- Post added at 14:03 ---------- Previous post was at 13:55 ----------

Originally Posted by lostandconfused

I dont think even cisas would force a company to hold a price for a lifetime, especially if it were a verbal contract and the customer isnt held to a minimum term as the OP has said it was over 12 months ago

Youre probably right that cisas would not force the lifetime deal but they could take other action against vm, take a look at the cisas case studies.
Right, if he/she was told it was for twelve months, then as far as I was told by the vm agent, that deal would have required a new 12 month contract.
Because when I told them that I was offered a 12 month deal and not the 3 month deal as they claim she said " If you were offered a 12 month deal then that would have required a new 12 month contract "
I have never heard such bs because certainly ( a ) I was told it was for 12 months and ( b ) there was no mention of a " new 12 month contract.
Anyone thinking of changing provider to vm should think very hard indeed, they cannot keep their word and will peddle endless bs to justify their actions.

[Jules]

I was offered a lifetime deal which I had for about 18 months until Virgin took over, way I look at it is at least I had a good deal for 18 months.