Worst experience ever
My mum died last month and in the aftermath of that, I forgot my dad's Virgin Media contract was coming to an end this Thursday. Only got round to phoning them today, to try and negotiate a new contract that no longer included TV or Landline. After explicitly telling the two call handlers that my dad does not want TV or Landline, they tried to sell us a contract with both TV and Landline included, at a price higher than he already pays no less.
Dad had seen online that he could get 1GB Internet with Virgin for £28.99 and when I asked on the phone about this, they flat out told us it was for new customers, and that if he wanted the same, it would be £51 per month and it's a 24 month contract (so it goes up to £55 in April 2027, and £58 in April 2028).
I asked about other ways to try and get the price lowered, as other providers in our area don't charge that much, and they kept saying that I was lying. It's ridiculous. Ended up having to tell my dad to just take the contract at £51, which he was unhappy about, but because he's housebound and relies on Internet, he can't afford to be left without until a new provider takes over his line.
It's just so frustrating that they really don't want to help keep current customers. My dad felt penalised for being a loyal customer (virgin media for 9 years, O2 for 17 years), yet being charged more than a new customer would be.
Suppose I'm just here to rant, and to see if anyone else has had similar experiences.
Also their wait time to actually sort this is shocking. Been on hold for 20 minutes whilst they 'remove services' (the TV and Landline). Don't understand why they can't just do that without making me wait on call.
Also no fault to the agents, I know they're only doing their jobs. It's just frustrating.