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Virgin Media vows to protect loyal and vulnerable customers

Patrick Christys
Aug 10, 2019


Can you remember the last time a major company did something 'morally decent', or acted in a way that wasn't just about making as much money as physically possible?

No, neither can I. However, Virgin Media might, emphasis on the word 'might', have just shocked us all.

More than 100,000 'vulnerable' Virgin Media customers will now automatically be moved on to cheaper deals or have prices frozen.

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If true, this is brilliant. Because the reality is that for years loyal customers have been ripped off on all fronts.

Loyal customers don't shop around for a better deal, so companies view them as easy targets. They increase tariffs, bills, costs, etc...safe in the knowledge you won't shop around for a better deal.

So, you end up paying more money.

The absolutely damning evidence for this was exposed when Citizens' Advice revealed mental health sufferers pay, on average, £1,500 more for their household bills. Shocking.

Anyway, Virgin Media, the phone, internet and TV giant, will now annually review contracts of customers who have been with the company for more than three years to see if there's a better deal it can offer.

If the customers can't be contacted they will be automatically moved on to the most appropriate package.

This will include older customers as well as those with disabilities or someone who is experiencing a stressful life event, such as a bereavement or redundancy.

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It will also reach out to customers who make uncharacteristic late payments or have an usually large bill.

It will also be making it easier for customers to choose a friend or family member to look after their account.

Virgin Media will decide on a case-by-case basis whether a customer can be identified as vulnerable.

Customers are still urged to compare prices as there may be a cheaper offer elsewhere.

Jeff Dodds, chief operating officer at Virgin Media, said the aim is to help those who find it hard to shop around for the best deals.

He said: "Businesses shouldn’t be sitting on their hands about this important issue.

"I’m proud that we are leading the way with this enhanced package of measures which reflect the very heart of what Virgin Media is all about."

DON'T GET RIPPED OFF! FIND A BETTER DEAL ON GAS, ELECTRIC, ENERGY, INSURANCE AT A SPOKESMAN SAID

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