Friends & Family?

elmtree29 · 01-02-2012, 12:26

We have been with VM a long time, with V+ XL, extra V+ and two standard V boxes, 20Mb BB & landline. We are paying over Â£83 per month. As my bro-in-law work for VM we asked if we could go on Friends & Family, but because we are loyal customers with all the services we have to remain as cash-cows to be milked at VMs pleasure.

Has anyone with an existing contract moved over to F&F? Can we cancel & re-sign up to get F&F? Or would a call to Retentions threatening a move to Sky be more beneficial?

I don't mind paying for services, I don't believe in a truly free lunch but I do feel we are being milked while new customers get all the attractive cheap deals.

paul.

**Stephen** · 01-02-2012, 12:33

You can only go on the offer if you add a new rgu such as TV, phone or bb. If you have all three then you can't take up the offer.

Also you can't disconnect to sign up for the offer.

BenMcr · 01-02-2012, 12:34

If you are talking about Mates Rates, then it isn't available if you already have all 3 services.

If you feel you aren't getting the best deal, then talk to Virgin and see what they offer you

EDIT: great timing

elmtree29 · 01-02-2012, 12:51

I'll give it a shot - we need to get rid of one of the vanilla V boxes anyway.

Paul.

andybuk99 · 07-02-2012, 11:33

We have mates rates with all the services with a 20mb bb, v+ and standard box. I wanted to move the v+ box upstairs as the standard box is absolutely shocking quality and to replace the v+ with tivo. I though maybe an installation charge and a small increase for the tivo would be applied but I was told I would lose my mates rates discount! Cant believe it.

BenMcr · 07-02-2012, 12:27

That's not right, they are doing it wrong

andybuk99 · 07-02-2012, 15:11

What should I say? It seems totally logical what I want to do but they will not accept it.

BenMcr · 07-02-2012, 15:18

Ask for the issue to be escalated until you get someone who can help.

andybuk99 · 07-02-2012, 15:33

Thanks for your help. So I can make additions to my account i.e faster broadband, tivo etc and just pay any normal charges/rental as does any customer but still retain my mates rates discount? I had this a while ago when the free upgrade from 20mb to 30mb happened and they didn't want to know then. I realise that I'm lucky to have the discount but if I cant get any newer tech/speeds soon it will not be worth having.

BenMcr · 07-02-2012, 15:38

Yup, any upgrades should just add on to the existing price you pay. I think the issue comes when you are on an older version of the deal. The billing system says you'll lose the deal, but it should be clever enough to suggest an update to the current version

If you seriously don't get anywhere let me know

**Rob** · 07-02-2012, 16:31

A few months ago I had the mates rates package for phone, TV with V+ and second V box and 20meg broadband i.e. the original VIP packages. I was able to upgrade to a TiVo box, and 50meg broadband i.e. the more recent VIP and retained mates rates, albeit at the higher pricing. It proved just to be one call to customer services and India sorted it all out

But maybe, it was because I was effectively adding new services by upgrading that they could do that and I suspect these packages / offer terms do change from time to time?

Oh and for anone reading this not lucky enough to have a mates rate deal, don't PM VM staffers on here asking for one. Your mate will already have offered you this facility if you are a genuine friend or family member.

andybuk99 · 08-02-2012, 08:56

Quote:

Originally Posted by Rob

A few months ago I had the mates rates package for phone, TV with V+ and second V box and 20meg broadband i.e. the original VIP packages. I was able to upgrade to a TiVo box, and 50meg broadband i.e. the more recent VIP and retained mates rates, albeit at the higher pricing. It proved just to be one call to customer services and India sorted it all out

But maybe, it was because I was effectively adding new services by upgrading that they could do that and I suspect these packages / offer terms do change from time to time?

Oh and for anone reading this not lucky enough to have a mates rate deal, don't PM VM staffers on here asking for one. Your mate will already have offered you this facility if you are a genuine friend or family member.

Well that is exactly what I have and pretty much what I want to do. I will give them a call later today.