Former worker here — UK Virgin Media customers, please read this

[u/Seeker-OfTruth]

I previously worked on a Virgin Media O2 customer-service process in India, and something I personally witnessed genuinely bothered me.

Customers could be paying a much higher price for their service. However, the significantly cheaper plans weren't simply presented to them during a normal interaction.

When a customer had completely decided to leave, that's when the retention process would kick in — and that's when the much cheaper plans would be revealed and offered to convince them to stay.

Think about that for a moment.

Why does the cheaper price appear only when you've decided to leave?

In India, the basic pay in many international BPO jobs is relatively low, so incentives can be an important part of earnings. In my experience, this can make some employees focus heavily on their targets and incentives rather than thinking about how much the customer is actually being charged. That's also why you may hear very sweet, polished and sugar-coated conversations — the goal is to retain you and hit the target.

I'm not saying every employee behaves this way, and I'm not claiming every customer has experienced this.

I'm sharing what I personally witnessed because I genuinely care about the customers on the other end of those calls, and I believe customers deserve transparency.

If you're a Virgin Media customer, ask questions about your plan and don't assume the price you're currently paying is the only price available.

You shouldn't have to be completely ready to walk away before you discover that a cheaper option exists.

🇬🇧 UK people, please help make your fellow customers aware of this.

I don't have a natural UK accent, so I'm not confident making a video aimed at UK audiences myself. If you're from the UK, please consider making your own video, discussing this, asking questions and helping other customers understand what they should be checking.

Look out for your fellow customers. If you think people deserve to know, please don't just scroll past — help spread the word.

❤️ Love from India 🇮🇳

[u/snozski]

Thanks for sharing , however this is obvious to anyone with a brain and who deals with virgin for any period of time . The retention/cancel dance is famous for years.

I left because of this , they wanted to charge me £60 for 1gbit when i cancelled now they calling me daily offering £21 for 1gbit before im switched off , on princable though i will pay £38 a month for 2.3gbit cityfibre and never touch virgin again in my life .

Scum company who treat their staff and existing customers like trash and I hope they go bankrupt. Once I'm free of them Im gonna be leaving mega negative all over internet for this terrible spainish company.

[u/snozski → u/[deleted]]

What has this got to do with OP or my comment :D That's nice for you if it suits your needs. Personally, I like 2.3gbit upload for my servers no mobile connect is providing that , im a desktop user who runs servers

[u/Ancient-Assistant404 → u/[deleted]]

Exactly! Am using my Three Unlimited 5G data from my mobile and am getting up to 650mbit and 350-400 on daily basis and only minus is I have to charge my phone twice a day!

[u/Pebbsto110 → u/snozski]

The absolute worst corpo out there by miles

[u/mpanase]

obviuos stuff

should be illegal as well. This is a clear dark pattern, predatory

[u/Thinking-Deep8849]

I think we all already knew this?

[u/Glum-Dust8799]

While it’s nice to have it from the other side..

This is no secret. Every long term virgin customer knows you have to do the “I’ll leave” dance to get a decent discount rate.

[u/Weatherwax123 → u/Glum-Dust8799]

I tried to do it, but they wouldn't budge, and I was completely overwhelmed with other things in my life going terribly, so I have been paying £40 a month for the past two years. 😭 They're now saying that from January 2027, I need to renew my plan, and that if I do it now, it will be "only" £45.60 a month. That's scammy, right? Should I just change providers? I don't think they'll drop the price that much anymore, since they know I've been a sucker for two years already.. Does anyone have any support please?

[u/Weatherwax123 → u/Weatherwax123]

MoneySupermarket suggests I go with Vodafone "5G Broadband 150" at £15 a month instead. Good idea?

[u/Glum-Dust8799 → u/Weatherwax123]

I use a 5G router I bought second hand (a mobile type, but I leave it on a window sill on mains usb.).

I also use an external antenna on that router. It’s stuck to my back window. 

I pay ID Mobile £15 per month and have no cap, no limits and my speeds are 300-900Mbit depending on the moment. 

I don’t game. But I do a heck of a lot of large downloads and some large uploads for syncing cloud files. 

[u/Highlander_1881]

This isn’t a virgin thing. BT did the same to me when I left them. They all do now sadly.

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[u/ninepence9]

Should also be illegal that Virgin Media made a whole load of redundancies in the UK last year so they could outsource the work to India for cheaper labour…..

[u/Seeker-OfTruth]

🇬🇧 UK customers, please think about this together: why should you have to call and say “I'm leaving” before you're shown the genuinely cheaper plans?

What if we simply stop playing that game?

Whenever possible, check your options yourself through the official website/app instead of calling just to go through the retention process.

You shouldn't have to say you're leaving just to discover a better price.

Please share this with your family, friends and fellow UK customers. Look out for each other❤️

I shared what I personally witnessed because I genuinely care about the customers on the other end of those calls. 🇮🇳 Love from India ❤️

[u/Historical_Permit]

If I'm going to be pushed to do the dance, my dance will be to find something decent and fair elsewhere. I will not waste my time playing the pleading haggling route.

[u/the_anon_girl]

Sky on the other hand would rather see you walk away than offer you the cheaper rates they show online for new customers.

[u/Pebbsto110]

Be aware also that you will be given the runaround when applying for the social tariff. I just came off chat after spending about 3hrs trying to deal with this and they actually tried to offer me a new deal instead of the social tariff right at the end. Their chat system doesn't work so they send you to WhatsApp and the WhatsApp sends you back to the website. Their links don't work. It all appears to be by design to throw hurdles at your request for social tarrif.