Matthew Revell

I’ve written before about being a Virgin Media customer.

I recently chose to leave Virgin Media, after receiving the first bill featuring their ridiculous £1 itemisation charge. I did it the quick way: I rang BT, asked to port my Virgin Media number to them.

Next day, Virgin Media called. They didn’t want to lose me. They thought I’d want to stay when I heard their offer. £19.95 per month for broadband, unlimited landline calls and their basic TV. And the best bit? This offer was for 12 months.

Add in the two mobiles I have with them, which would double in cost if I ditched the cable service, and it works out both cheaper and easier to stay with them. So, I agreed.

Today, I got a letter welcoming me to my new 12 month contract. At no stage did I agree to a 12 month contract nor was I warned that it was a condition of the retention deal.

I rang to complain. The guy apologised but could do nothing and the minimum contract applies to all retentions deals. He also let slip that my new deal was actually £20.95 because the £19.95 didn’t include itemisation. I asked, politely, if he was serious. He changed me back to the £19.95.

After telling him that I didn’t and don’t agree to a new 12 month minimum term, I said I’d consider my options.

So, two things:

• Watch out: if Virgin Media offer you a retentions deal, you’re stuck with them for a further 12 months.
• Question: Do I stick with them, despite them treating me in this underhanded manner?

The deal’s not bad: it gets rid of their rip-off phone tariff and their broadband is, on the whole, reliable. But they hid the truth from me, part of their increasing tendency to treat customers with contempt.

In a comment on Aq’s site, Paul Freeman mentioned the NTL virus. The virus has eaten into the previously excellent Telewest and made a mockery of everything Branson has claimed for the Virgin brand.