4 ms·

I'm currently on the telephone to Virgin Media (a UK domestic fibre-optic broadband provider) and they are certainly making it difficult. This is the annual pr

I'm currently on the telephone to Virgin Media (a UK domestic fibre-optic broadband provider) and they are certainly making it difficult. This is the annual price renegotiation dance, which requires a call to the helpline, at least three menu options to get to the 'thinking of leaving us' option. This goes to a first-line call centre operative, who speaks with a 'manager' whilst the caller is on hold and then returns with a not particularly great 'agent discount'. The next step is to politely refuse the initial offer and ask to be 'put through to cancellations'. After a half-hour wait, I will then make it to the second line call centre who can give the actual discount. I have been cut off once during the hold queue music for stage two, and this is my second attempt. The Web-based cancellation form didn't work on my browser, although this may be due to cookie or script blockers. I'm all in favour of a streamlined workflow for cancellation processes, and if users do that by mistake, fine - that's life. Just give clear and unambiguous notices describing the consequences of the user's decision and keep the dark patterns well away from the entire process.

jacobp100 3y ago
It’s a lot easier with OpenReach-based providers. Just switch and they’ll call you
- xyzzy3000 3y ago
  I do have equipment for that but Virgin Media was cheaper at the time that I was setting up when I moved in (new-build) . It's fibre to premises. The result of my call today was an acceptable discount via the UK-based call centre, so I'm sticking with my current provider for the next 18 months. I spent over an hour on the telephone though, which shouldn't be necessary.
  - throwawaymobule 3y ago
    Oh damn. the retention process worked. I think the hack here is to say you're moving and can't transfer your account for whatever reason, and you typically get fasttracked to cancellation. (along with the standard phone-tree escape of holding down a button on your phone) I know many people who, after working phone support themselves, call up just to ask for a discount once a year.

jacobp100 3y ago

It’s a lot easier with OpenReach-based providers. Just switch and they’ll call you

xyzzy3000 3y ago
I do have equipment for that but Virgin Media was cheaper at the time that I was setting up when I moved in (new-build) . It's fibre to premises. The result of my call today was an acceptable discount via the UK-based call centre, so I'm sticking with my current provider for the next 18 months. I spent over an hour on the telephone though, which shouldn't be necessary.
- throwawaymobule 3y ago
  Oh damn. the retention process worked. I think the hack here is to say you're moving and can't transfer your account for whatever reason, and you typically get fasttracked to cancellation. (along with the standard phone-tree escape of holding down a button on your phone) I know many people who, after working phone support themselves, call up just to ask for a discount once a year.