Virgin Media Cancellation deals

tharmor · 19-01-2015 6:36pm

chris1970 wrote:

rang the 061272190, had to send email to cancel tv sub, got 22.50 for 4 mths 45 for rest of year contract, all call 240 mb broadband, technicolor modem being sent tomorrow, cheers op

i have epc3925 is the techni one better ??

JaMarcusHustle · 19-01-2015 8:56pm

JaMarcusHustle wrote: »

The deals aren't just 18 months by the way. I ended up being offered the 120mb + minutes deal for 12 months @ 40e per month with the first 4 at half price.

So I posted this on the 9th January after being offered it by UPC that day. Moved to a new apartment since and had my installation finished today by the home move engineer, and was still getting my old 30mb.

Called UPC today to ask when the 120mb kicks in and they have no record of me being offered (and accepting) this deal.

I still have the call in my call history at 15:08 on 9th January lasting 18 minutes and 43 seconds. I have a text message I sent to my girlfriend (who I live with) minutes after the call telling her the deal we got, and I have the above post I posted later that might. Yet of all the calls they have on record for me, they mysteriously don't have this call.

Absolutely bullshít.

patrickc · 19-01-2015 9:45pm

JaMarcusHustle wrote: »

So I posted this on the 9th January after being offered it by UPC that day. Moved to a new apartment since and had my installation finished today by the home move engineer, and was still getting my old 30mb.

Called UPC today to ask when the 120mb kicks in and they have no record of me being offered (and accepting) this deal.

I still have the call in my call history at 15:08 on 9th January lasting 18 minutes and 43 seconds. I have a text message I sent to my girlfriend (who I live with) minutes after the call telling her the deal we got, and I have the above post I posted later that might. Yet of all the calls they have on record for me, they mysteriously don't have this call.

Absolutely bullshít.

I had the same last year, they didn't apply discount and had no record of the calls, when I requested a copy of the calls under FOI they gave me the discounts there and then.

beauf · 19-01-2015 9:51pm

Same here. Except they wouldn't honour the verbal deal fully.

There's something wrong when a telecoms will only do verbal contracts.

seklly · 20-01-2015 3:41pm

Was on the phone to them earlier, wanted to move from a broadband/phone/tv to just broadband/phone.

They said I need to send a written request to remove tv and to ring back in 30 days to move to just broadband/phone.

They also said I will need to pay the full rate for February including the €7 increase they are adding to my bill.

Is that the way this is working for others?

beauf · 20-01-2015 4:15pm

Last year it was a complete lottery what deals people got.

gandalf · 20-01-2015 4:46pm

seklly wrote: »

Was on the phone to them earlier, wanted to move from a broadband/phone/tv to just broadband/phone.

They said I need to send a written request to remove tv and to ring back in 30 days to move to just broadband/phone.

They also said I will need to pay the full rate for February including the €7 increase they are adding to my bill.

Is that the way this is working for others?

Who were you on the phone to. Sounds like you were just onto the Sales department. Ring and ask to go through to Cancellations/Loyalty department.

Say you want to cancel as the price is too much. They will try and hold onto you and then you can negotiate a deal with them. Make sure you have details of other suppliers offerings at hand to quote to them.

They have broken the contract with these increases so you are absolutely entitled to change the service from them without penalty.

I downgraded mine today but that was after an initial call at the start of the month, followed up by a cancellation letter and I finally got a deal I was happy with today. It's no where near as good as the deal I got last year but thats the way it rolls. What I will do now is research and test Saorview, talk to my Management Company about getting an agreement on communal Sat Dishes for Freesat and next year ditch that part of the UPC service.

The main thing is do not go through to the Loyalty/Cancellations team saying you want a deal, they have to believe you are going to cancel. If you do this then I will say you will get want you want.

Greenmachine · 20-01-2015 6:15pm

gandalf wrote: »

Who were you on the phone to. Sounds like you were just onto the Sales department. Ring and ask to go through to Cancellations/Loyalty department.

Say you want to cancel as the price is too much. They will try and hold onto you and then you can negotiate a deal with them. Make sure you have details of other suppliers offerings at hand to quote to them.

They have broken the contract with these increases so you are absolutely entitled to change the service from them without penalty.

I downgraded mine today but that was after an initial call at the start of the month, followed up by a cancellation letter and I finally got a deal I was happy with today. It's no where near as good as the deal I got last year but thats the way it rolls. What I will do now is research and test Saorview, talk to my Management Company about getting an agreement on communal Sat Dishes for Freesat and next year ditch that part of the UPC service.

The main thing is do not go through to the Loyalty/Cancellations team saying you want a deal, they have to believe you are going to cancel. If you do this then I will say you will get want you want.

Personally rang the loyalty team myself and got them down to half price for 6 months then €80 for next months. 120mb internet, max tv, and home phone on old box.

Slow_Runner · 20-01-2015 7:00pm

Rang up today to cancel, was on TV max + 2 multi rooms, 30Mbps and anytime phone for €113 (including €7 increase). Got it for €64.75 for 6 months followed by €107 month on 12 month contract with upgrade to 120Mbps. Happy enough with that, will revisit next Jan☺

jay0109 · 26-01-2015 4:33pm

SO I finally got the letter- increase of €5 per month just as my 1/2 price year comes to an end also.

They sent a brochure telling me about an offer available...essentially upgrade to Horizon Max TV (with the 'My Prime' service available from February) and from 120mb to 240mb...all for 'free'.

I'll ring them and see what sort of discount I can get for 4 or 6 months, if i sign up for another year.

But whats the general consensus on Horizon now....worth getting or still too error strewn and stick with what I have?
(the increased broadband doesn't matter to me as I'm not gaming or downloading much, and even on the 120mb I rarely see it get to speeds of over 70mbs

An Cigire · 26-01-2015 4:52pm

Does anyone have cancellation number please?

slave1 · 26-01-2015 5:12pm

An Cigire wrote: »

Does anyone have cancellation number please?

061272190

An Cigire · 26-01-2015 5:25pm

slave1 wrote: »

061272190

Thanks just got 6 month from now so 3 months extra discount really for €22 for 240mb broadband package then rising to €45 so saving of €10 a month as it should have been €55 after my promotional offer ended

Happy out with that

Cheers

The Cig

Umpalumpa · 26-01-2015 9:11pm

Anybody know the opening hours of the loyalty dept?

Larcoon · 26-01-2015 9:28pm

An Cigire wrote: »

Thanks just got 6 month from now so 3 months extra discount really for €22 for 240mb broadband package then rising to €45 so saving of €10 a month as it should have been €55 after my promotional offer ended

Happy out with that

Cheers

The Cig

€22 for first 6 months
€45 for remainder of contract

Is this 12 months or 18 months contract?
And will you have to pay activation Fee

NetNinja · 26-01-2015 9:54pm

Umpalumpa wrote: »

Anybody know the opening hours of the loyalty dept?

11am to 6pm I think.

An Cigire · 26-01-2015 9:57pm

Larcoon wrote: »

€22 for first 6 months
€45 for remainder of contract

Is this 12 months or 18 months contract?
And will you have to pay activation Fee

12 month and no activation fee as I already have a contract.

Fr_Dougal · 26-01-2015 11:35pm

An Cigire wrote: »

Thanks just got 6 month from now so 3 months extra discount really for €22 for 240mb broadband package then rising to €45 so saving of €10 a month as it should have been €55 after my promotional offer ended

Happy out with that

Cheers

The Cig

So they gave you the deal they're giving everyone? Same deal that's advertised on their site...

An Cigire · 26-01-2015 11:59pm

Fr_Dougal wrote: »

So they gave you the deal they're giving everyone? Same deal that's advertised on their site...

I got out of my old more expensive contract and now i have 240mb broadband and unlimited calls. A deal I wouldn't been able to get as I would have been stuck on for longer paying more for less.

I'm happy to have gotten a significant saving

cormie · 27-01-2015 10:11am

Hey folks, just saw this thread. I know nothing really about UPC and their deals, however my mam text me last night saying that when she turns her tv on there is a UPC offer selection thing that comes up

She has tv, phone and broadband with UPC at the moment, I'm not sure what she's paying but she's been with them about 2/3 years at this stage. Can anyone tell me if I ring the number above, will I likely get the same as what she has for cheaper with faster broadband too and a 12 month contract? Do you just have to say you're thinking of cancelling and ask what's the best deal they can do for you?

Redo22 · 27-01-2015 12:40pm

How do you go about getting a deal from them? I am due an increase of €10 a month for home phone, horizon, unlimited broadband (don't know what speed) and an old Upc box for multi room bringing me up to €93 a month.

Do I need to basically say I am cancelling to be offered a deal? I would be prepared to cancel all the tv stuff and just get broadband from them, maybe even their normal broadband as we've had problems with the horizon upstairs. Would this be enough to get a deal or would I have to say I'll cancel everything?

Also, I've heard it's better to have examples of what other companies have offered us, dims anyone get a similar package on a good deal from Sky/eircom? I've priced saorview installation as well and while it's an upfront cost of €180, it would be free from then on and I'd probably just pay for broadband.

Appreciate any advice on this!

elWizard · 27-01-2015 1:12pm

Redo22 wrote: »

How do you go about getting a deal from them? I am due an increase of €10 a month for home phone, horizon, unlimited broadband (don't know what speed) and an old Upc box for multi room bringing me up to €93 a month.

Ring the loyalty line directly, dont waste time on the sales staff. The number's in this thread. Note this line does have hold music but doesnt tell you how long of a wait you have left - usually 10-15 mins in my experience.
Be decent, polite but firm - you should say you are unhappy with the price increase but not necessarily threaten quitting, at least not straight away. You should be able to straight up say you want the 240Mb broadband and free Irish calls bundle without any haggling. They will offer you this for 25 for 4 months and 45 for the rest - this is the advertised new customer offer, ads all over for it. You MIGHT if you're a very good customer/negotiator get 6 months for 25 but that'll be it. The crazy half-price deals from last year are a thing of the past.

If you want to keep TV in your bundle, head to the Sky website and figure out what they are offering, write it all down and the (hopefully nice) UPC retention person should come back with a similarly priced offer that, if nothing else, will have better BB than Sky, and anytime as opposed to off-peak calls. Prob worth mentioning that SKY have a refer-a-friend cashback offer that you plan to use worth 125 euro and see will they factor that in. Most likely outcome is you'll get more product for a little bit less than your current price increase would be e.g. my Da insists on Sky Sports so I told UPC that Sky were willing to throw in Sky Movies for free, UPC matched it.

An Cigire · 27-01-2015 1:55pm

elWizard wrote: »

Ring the loyalty line directly, dont waste time on the sales staff. The number's in this thread. Note this line does have hold music but doesnt tell you how long of a wait you have left - usually 10-15 mins in my experience.
Be decent, polite but firm - you should say you are unhappy with the price increase but not necessarily threaten quitting, at least not straight away. You should be able to straight up say you want the 240Mb broadband and free Irish calls bundle without any haggling. They will offer you this for 25 for 4 months and 45 for the rest - this is the advertised new customer offer, ads all over for it. You MIGHT if you're a very good customer/negotiator get 6 months for 25 but that'll be it. The crazy half-price deals from last year are a thing of the past.

If you want to keep TV in your bundle, head to the Sky website and figure out what they are offering, write it all down and the (hopefully nice) UPC retention person should come back with a similarly priced offer that, if nothing else, will have better BB than Sky, and anytime as opposed to off-peak calls. Prob worth mentioning that SKY have a refer-a-friend cashback offer that you plan to use worth 125 euro and see will they factor that in. Most likely outcome is you'll get more product for a little bit less than your current price increase would be e.g. my Da insists on Sky Sports so I told UPC that Sky were willing to throw in Sky Movies for free, UPC matched it.

Great advice, I just said Sky were ringing me offering me a great deal cheaper then the one I had to move to Sky Fibre. The operator didnt even ask about what sky's offer was they just offered me the extension for next 6 months at cheap rate then €45 there after for phone & 240mb broadband.

Trilla90 · 28-01-2015 5:30pm

we got the email about the price increase on the 6th of Jan. The price increase comes into affect on the 1st of february so does that mean if your thinking about cancelling/getting a better deal you should do it before next monday? (1st of feb) or can you leave it until say the 5th of february (29 days after receiving the email) to decide?

elWizard · 28-01-2015 6:05pm

Trilla90 wrote: »

we got the email about the price increase on the 6th of Jan. The price increase comes into affect on the 1st of february so does that mean if your thinking about cancelling/getting a better deal you should do it before next monday? (1st of feb) or can you leave it until say the 5th of february (29 days after receiving the email) to decide?

I believe you are legally entitled to 30 days from when you receive the email, but personally wouldnt put it off that long. What's the point?
Worth mentioning that if you are downgrading (e.g. dropping TV but keeping BB and phone) you have to send them a mail confirming this and then wait 30 days for the new package to kick in. Another reason not to delay IMO.

Hogzy · 28-01-2015 6:08pm

How long are people waiting to get through to UPC cancellations? I was told by a recorded message that it would be no more than 5 minutes. Im now on hold 27 minutes. Id rather post a letter at this rate.

slave1 · 28-01-2015 6:11pm

Phoned yesterday, was on the crazy 120mb/free landline calls at half price for the last year, got the same package again for €20 for six months and €40 for the remainder 6 months, happy enough with that.

Dancor · 28-01-2015 6:13pm

Hogzy wrote: »

How long are people waiting to get through to UPC cancellations? I was told by a recorded message that it would be no more than 5 minutes. Im now on hold 27 minutes. Id rather post a letter at this rate.

I was waiting 8 minutes earlier today.

ruarua · 28-01-2015 6:28pm

Quick question.

I was looking to move to the 45 euro phone and broadband package. But was told that phone was not available in my neck of the woods. Nor the 240 megs. That 30 was in fact the the fastest. I'm in the seskin view area. (D 24). Could anyone living locally let me know if that is indeed the case. Or am I being bamboozled? (Pm or otherwise)

Thanks a lot.

NetNinja · 28-01-2015 6:41pm

Hogzy wrote: »

How long are people waiting to get through to UPC cancellations? I was told by a recorded message that it would be no more than 5 minutes. Im now on hold 27 minutes. Id rather post a letter at this rate.

Same boat, I've given up trying. I reckone they just don't want to answer the calls anymore with so many people ringing in. 👎

iphone6 · 28-01-2015 6:46pm

was told id get half price off my package costing 180euro. next bill will be 90euro max. got the bill of 125 now am told the offer that they gave was half price off the bundle of 80euro. so its correct spoke with agent and her manager and they listened to call but said they cant honor it as its done on a database and cant manully put prices into there system where do i stand?

i dont fancy gettinng hit with the extra 3oeuro since i was told 90 be max can they not honor something as they said was new girl on the phone

ikomj · 28-01-2015 7:43pm

I have just had exactly the same experience - was offered half price on a package of €228 - so would have been paying €114 but one week later told that the half price was only on the bundle of €85. What's up with UPC? This is quite unacceptable behaviour. And it was a man in my case who made the offer.

jay0109 · 29-01-2015 12:59pm

Absolute best deal they are doing at present is 6 months half price or so I was told.
Setanta Sports also thrown in for free for 2 months. Sky Movies/Sky Sports at 20% off for the year also if wanted, can be cancelled at any stage during the new contract with no extra fee.

pm1977x · 29-01-2015 1:43pm

Loyalty number again is 061 272190 - didn't connect the first couple of times on the landline, but third time lucky.

On hold for 6 minutes, after giving account number just said I got the email and wasn't happy with the increase, was immediately offered slightly better pack than I'm on for half (the increased) price for 4 months, same as a new customer.

Took me less than 10 mins and saved me 160 quid, and about 60 quid cheaper than I paid last year, thanks to all on here for the advice!

(Felt I probably would have got more if I stuck it out a bit longer but am world's worst haggler so happy with the 4 months half price.)

cormie · 29-01-2015 2:48pm

Would anyone know off hand what's the best price for basic tv (as long as there's rte etc), basic always on bb and anytime calls? It's for my mam and I think she's paying about €76 a month for it now, would be great to get it cheaper for her.

wowy · 29-01-2015 4:34pm

I got the notice saying that my bundle was increasing by €13.01 (but didn't say what it was increasing to.....)

I have a horizon essential bundle with 120MB BB and freetime world calls (which is no use as I don't even have the phone), along with the sky sports & setanta pack (€47). Currently paying €99 (with a discount from last year), but it was actually going to increase to €133 (as the discount from last year was expiring).

Offered me 6 months 1/2 price on UPC bundle (sports stay at €47) which would be €88.50 for 1st 6 months then rising to €126.

She never even offered me 240MB and when I mentioned that I was told that it could be added for €5 extra (for the 1st 6 months....), so €93.50 rising to €136 after 6 months.

They're obviously cutting back on the offers that they gave last year, so facing a 33% increase for effectively the same service* is frustrating.

*The notice did mention free anytime calls (worthless to me), additional TV channels (including Sy-Fy and Disney; thanks, but no thanks) and introduction of My Prime (if it's anything like on demand, it's not worth the €13 p/m).

goose06 · 29-01-2015 5:16pm

wowy wrote: »

introduction of My Prime (if it's anything like on demand, it's not worth the €13 p/m).

looking at the european sites it looks like it is On Demand rebranded, doesn't appear very interesting no matter how they package it.

http://www.upc-cablecom.ch/en/television/myprime/

http://www.upc.nl/televisie/myprime/

http://www.consumentenbond.nl/test/elektronica-communicatie/tv-en-video/digitale-televisie-providers/upc-myprime/

Google Translating the conclusion of this review of Myprime from April 2014:

Conclusion: if interesting?
The disadvantages of the UPC offer are clear: it only works at home , most of it is in SD quality and usability is disappointing. Competitor Netflix all this has done better and is just 1.50 per month more expensive. MyPrime is really only fun if the free part of your new subscription.

vandriver · 29-01-2015 5:59pm

cormie wrote: »

Would anyone know off hand what's the best price for basic tv (as long as there's rte etc), basic always on bb and anytime calls? It's for my mam and I think she's paying about €76 a month for it now, would be great to get it cheaper for her.

40 for the bb and saorview?

jay0109 · 29-01-2015 6:09pm

goose06 wrote: »

looking at the european sites it looks like it is On Demand rebranded, doesn't appear very interesting no matter how they package it.

http://www.upc-cablecom.ch/en/television/myprime/

http://www.upc.nl/televisie/myprime/

http://www.consumentenbond.nl/test/elektronica-communicatie/tv-en-video/digitale-televisie-providers/upc-myprime/

Google Translating the conclusion of this review of Myprime from April 2014:

Conclusion: if interesting?
The disadvantages of the UPC offer are clear: it only works at home , most of it is in SD quality and usability is disappointing. Competitor Netflix all this has done better and is just 1.50 per month more expensive. MyPrime is really only fun if the free part of your new subscription.

Well MyPrime is being offered free to me if along with Horizon upgrade (free also). But that just makes me think the selection on it is poor..old movies and tv series from years back most likely

mad m · 29-01-2015 8:54pm

Got 6 months at 42.50, the other six is 85 euro. 240bb, horizon max, all phone calls free inc mobiles.

cormie · 29-01-2015 9:11pm

vandriver wrote: »

40 for the bb and saorview?

Never even thought of that. How would it compare in terms of user friendliness? This is for a complete technophobe

pat1981 · 30-01-2015 9:40pm

I just gave loyalty dept the go ahead a few days ago for a further one year contract for broadband and phone. I negotiated 6 months half price and 6 months full amount and agreed the contract on that basis. They just emailed me my February bill just under double my monthly amount and after querying this bill was informed that i had signed up for 4 months half price followed by the full amount of 45.
They now have to retrieve the phone record which takes 3 days. Not sure how this is going to end, not a happy camper, thought I'd share my experience, it might be worth mentioning if someone decides to take this offer up to ask the rep at upc to correctly input the terms of the deal on there computer so this problem does not arise again.

ROVER · 30-01-2015 9:49pm

I am on the Horizon max package. Last year I got the half price deal for 12 months. Phoned the loyalty dept today and got the six months at half price six months full.

Poles · 30-01-2015 11:08pm

I was on the half price deal for the last year. Sent off the cancellation letter 3 weeks ago. Call came today and signed up for another 12 months Horizon Max. 9 months half price, 3 months full.

Hardly pushed him at all. So wouldn't be surprised if others get better.

Repeated it back 3 times to make sure I was hearing him right. So hopefully there won't be any messing.

okidoki987 · 30-01-2015 11:40pm

Why not ask for an email with the offer in writing, then there will be no confusion later on.

beauf · 30-01-2015 11:53pm

okidoki987 wrote: »

Why not ask for an email with the offer in writing, then there will be no confusion later on.

They don't do emails. For this exact reason I suspect.

Had the same problem with them last year. Had the same problem in a few different houses in the family with UPC as well.

thewheel2.0 · 31-01-2015 1:39am

Cancelled Horizon and went with Freesat + Saorview. The only thing that UPC had over Freesat for my interest was Eurosport 1&2, Extreme sports and documentary channels and I would have to pay €40 a month extra for the luxury of a couple of channels.

Got the €25 for 4 months and €45 for 8 months deal for Internet and phone (wont use the phone). He wouldn't give me 6 months for just internet.

sector_000 · 31-01-2015 2:25am

Poles wrote: »

I was on the half price deal for the last year. Sent off the cancellation letter 3 weeks ago. Call came today and signed up for another 12 months Horizon Max. 9 months half price, 3 months full.

Hardly pushed him at all. So wouldn't be surprised if others get better.

Repeated it back 3 times to make sure I was hearing him right. So hopefully there won't be any messing.

That looks like the best deal I've heard. Well done.

bromley52 · 31-01-2015 2:27am

thewheel2.0 wrote: »

Cancelled Horizon and went with Freesat + Saorview. The only thing that UPC had over Freesat for my interest was Eurosport 1&2, Extreme sports and documentary channels and I would have to pay €40 a month extra for the luxury of a couple of channels.

Got the €25 for 4 months and €45 for 8 months deal for Internet and phone (wont use the phone). He wouldn't give me 6 months for just internet.

Why would you not use phone? The Horizon phone app is very usefully especially if you are abroad and want to call home or you are in an area of poor network coverage and WiFi is available.

beauf · 31-01-2015 12:36pm

I've been trying for a couple of days to get through to that number no success. Were you on hold a long time?

Virgin Media Cancellation deals

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