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Virgin Media prices are going up again...
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Old 30-09-2017, 17:49   #136
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Re: Virgin Media prices are going up again...

It's not really the speed increases that have required the new equipment, it's the increase in usage per customer. That's something that can't be avoided by holding tiers down.
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Old 04-10-2017, 13:52   #137
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Re: Virgin Media prices are going up again...

After ringing to complain about this, a member of staff was rude to me.

They are going to deal with him and his attitude and i've been given next month for free by way of an apology. The £3.99 per month price increase won't now apply to myself for six months either (no new contract).

At that point we will revisit the situation and can cancel with no penalty if no agreement can be reached.
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Old 04-10-2017, 13:53   #138
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Re: Virgin Media prices are going up again...

In what way were they rude to you?
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Old 05-10-2017, 14:14   #139
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Re: Virgin Media prices are going up again...

He outright refused to supply information to me in a specified format, even though I stated that this was a formal disability access request. He then refused to escalate this to a manager or instigate the formal complaints procedure when instructed to.

On top of this his whole tone/attitude was disrespectful and unhelpful.

After listening to a recording of the call, VM have apologised profusely and are to provide him with appropriate training and discipline him, so I have agreed to settle this informally and accepted their gestures of goodwill on this occasion.
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Old 05-10-2017, 14:22   #140
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Re: Virgin Media prices are going up again...

Quote:
Originally Posted by RichardCoulter View Post
He outright refused to supply information to me in a specified format, even though I stated that this was a formal disability access request. He then refused to escalate this to a manager or instigate the formal complaints procedure when instructed to.

On top of this his whole tone/attitude was disrespectful and unhelpful.

After listening to a recording of the call, VM have apologised profusely and are to provide him with appropriate training and discipline him, so I have agreed to settle this informally and accepted their gestures of goodwill on this occasion.
I suppose the gesture of goodwill is a price reduction as usual.
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Old 05-10-2017, 14:37   #141
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Re: Virgin Media prices are going up again...

Quote:
Originally Posted by RichardCoulter View Post
He outright refused to supply information to me in a specified format, even though I stated that this was a formal disability access request. He then refused to escalate this to a manager or instigate the formal complaints procedure when instructed to.

On top of this his whole tone/attitude was disrespectful and unhelpful.

After listening to a recording of the call, VM have apologised profusely and are to provide him with appropriate training and discipline him, so I have agreed to settle this informally and accepted their gestures of goodwill on this occasion.
Thank you for the clarification - much appreciated.

Can I ask what format you requested the information in?
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Old 05-10-2017, 18:06   #142
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Re: Virgin Media prices are going up again...

Quote:
Originally Posted by pip08456 View Post
I suppose the gesture of goodwill is a price reduction as usual.
Yes, as per post #137.

---------- Post added at 17:06 ---------- Previous post was at 17:04 ----------

Quote:
Originally Posted by Hugh View Post
Thank you for the clarification - much appreciated.

Can I ask what format you requested the information in?
Via a letter or email as opposed to verbally- the youth simply could not be bothered and developed an attitude when facts were spelled out to him. They think that they're invincible at that age and that disability won't ever affect them or their loved ones.

Edit: Ofcom were made aware of this treatment of the disabled; i've just received an email from them to say that they are going to tighten up the requirements for companies to treat disabled and vulnerable customers properly, particularly with regards to complaints, billing and debt collection.

This will apply to telephone and broadband, but curiously not TV!

Last edited by RichardCoulter; 05-10-2017 at 18:31.
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Old 06-10-2017, 16:51   #143
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Re: Virgin Media prices are going up again...

As stated above, I have been cushioned from the further increase to prices, so will no longer be leaving for at least 6 months.

Thought I'd post my findings for those not so fortunate. My research showed the best deal for standard broadband/phone is EE.

The broadband in the package is 'free', but still cheap after paying the line rental. It's an 18 month contract and you can either pay £300 upfront or you can pay £18.50 a month.

Once signed up, you can claim a prepaid MasterCard with £100 on it for you to spend as you wish.

Taking this into account, broadband/line rental works out at a fantastic £200 for a year or £11 per month!

https://shop.ee.co.uk/broadband/ee-r...tsrc=Affiliate

Last edited by RichardCoulter; 06-10-2017 at 16:57. Reason: Added link.
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Old 07-10-2017, 08:24   #144
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Re: Virgin Media prices are going up again...

Price changes again?; https://www.choose.co.uk/deals/virgi...ost-speed.html
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Old 07-10-2017, 08:47   #145
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Re: Virgin Media prices are going up again...

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Only for new customers.
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Old 07-10-2017, 20:29   #146
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Re: Virgin Media prices are going up again...

So, they expect to lose customers by increasing bills again by between £1.99 to £3.99, so are trying to entice new customers by discounting a sum of £6!!!
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Old 08-10-2017, 05:38   #147
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Re: Virgin Media prices are going up again...

Quote:
Originally Posted by RichardCoulter View Post
So, they expect to lose customers by increasing bills again by between £1.99 to £3.99, so are trying to entice new customers by discounting a sum of £6!!!
It looks to me like they are referencing the earlier price rise and not a new one ?
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Old 08-10-2017, 08:47   #148
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Re: Virgin Media prices are going up again...

Quote:
Originally Posted by RichardCoulter View Post
So, they expect to lose customers by increasing bills again by between £1.99 to £3.99, so are trying to entice new customers by discounting a sum of £6!!!
Churn is around 10-15 per cent, so let's say they expect to lose 1 in 8 existing customers each year. If they sign up an equal number of new customers at the new discount, they are still quids in with 7 in 8 customers potentially* paying increased bills.
* Obviously retention deals play a part here, so it's very unscientific!
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Old 09-10-2017, 14:12   #149
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Re: Virgin Media prices are going up again...

Yes, I think it's the retention deals that are losing them money. Sky started this off, I think, and the whole thing has got out of hand.

If they stuck to one price for everyone, and Sky did the same, I'm sure their revenue would increase.
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Old 09-10-2017, 17:37   #150
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Re: Virgin Media prices are going up again...

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Originally Posted by OLD BOY View Post
Yes, I think it's the retention deals that are losing them money. Sky started this off, I think, and the whole thing has got out of hand.

If they stuck to one price for everyone, and Sky did the same, I'm sure their revenue would increase.
So much for your free market economics as that would be classed as a cartel OB in what you are suggesting?.
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