After a lot of messing about writing to their complaints people and getting a really stupid load of tosh in the response I sent email to 'Tom Mockridge'. OK, I know he'll never see it and it's the exec office who deal with it.
A lot more messing about followed with people saying they'd call me, then didn't. Spoke to a young lady who didn't seem at all interested in keeping a customer and could not grasp the concept that I was not happy with a hike in price of £18 a month and was not going to renew.
Eventually I got a call from a 'manager'. This was after a further two weeks of having to email and telephone to chase this up, despite being told twice
that someone would call me 'within 48 hours'
After a bit of talking over the issues he seemed to be getting it. But, he said he couldn't do a lot for me as they've stopped giving loyalty discounts like they used to, ongoing. Now you might get a discount for 3-6 months when you renew your contract but that's about it.
I went over the fact that we have Freeview HD and our own HD PVR which I bought to replace a VHS VCR. We get all the standard Freeview channels plus some VM charge extra for, such as Vintage TV. I then went on to explain that the only people who call our VM phone number are PPI claims companies, overseas call centres and the month-in-law. I have a VOIP line already set up and working should anyone really need a 'local' number (like the mother-in-law).
We then went down that slippery path of going Broadband only. Vivid 200 is my current level. That's £45.25 a month, without phone line or TV package. I told him about the fiasco last time I renewed where the promised 'free speed upgrade' was negated because the person who dealt with me got their facts wrong so I'd been upgraded to 200 from 100 but given a rolling credit to compensate.
25 minutes of the conversation went by and eventually he agreed to put me on Vivid200 only and it would be £35.25 a month. He's also given a 12 months loyalty discount but after that I will no doubt have to do battle yet again and have to explain all this to someone who's not going to budge an inch. I had the weekend to consider it, and it didn't take that long to decide.
I did go round various other ISP's to try and get a good deal but I've not had a BT phone line for over 20 years. I was with Ionica before Virgin, they went bust in the 90's. Factoring in the cost of having a new line installed, plus 'activation' and my need to have as fixed IP (or as near as I have had from VM over the years) and get a good price that I can afford (on a pension now) I couldn't get much below £40. The packages I could get were capped upload speed or no fixed IP or went up with a bang after 12 months.
Who knows what will be available in 12 months time, I may be forced to move to a new ISP as I really don't want weeks of trying to get someone with a bit of sense to look at my account. I will have been with them 20 years in October - what price loyalty ?
Apart from a few outages of a couple of hours each time, usually at 3am, I've not had many major issues, or congestion. I get good speeds - http://www.thinkbroadband.com/speedtest/button/14727...
Just so annoying that they are terrible at communication, which is bad for a communications company...
Virgin Cable (200/12) + EE Mobile BB