It's a very simple question. My widow friend has had a TV, broadband and phone package for many years. She does not want the current package (Big Bang Bundle, whatever that is?) and wants to reduce it to a modest internet speed (currently 100mps in theory) and phone. Why can't she do this online? At £72/month, she simply cannot afford the current package. You seem to offer every facility to upgrade but none to downgrade packages to suit your customers changing needs and ability to pay. Failure to give a satisfactory answer to this will cause my advising her to cancel her direct debit. With the 30 day notice as required.
Re: Why cannot anyone downgrade their package online?
Thanks for your post and apologies to hear you're unhappy about the services we offer online.
Downgrading is a lot more trickier than upgrading the account especially if you have certain discounts relating to a service you want to cancel.
On top of that, there are contract terms and pro rata charges.
The quickest and easiest way to resolve this is to get your friend to give us a call on 150 / 0345 454 1111. We can go through the package to ensure she gets exactly what level of services she wants at a cost that suits both us and her
If you, or she, has any further questions, come back and let us know
Kath_F Forum Team
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