Forum Discussion

Steve_Yate's avatar
Steve_Yate
Joining in
4 days ago

Downgrade not actioned

On 5th November 2025, I downgraded my package. I removed all TV and landline. This left me with just the broadband internet. I received an e-mail confirming this.

On 8th December I was billed for TV, landline and internet. I phoned customer services and have been told that they have no record of my package being downgraded. 

Trying to think of a reason that I should stay with VM, having been what I would describe as a long term customer with the same provider under the different names of "cableinet", "telewest communications", "blueyonder" & "Virginmedia"

Truespeed are offer a fixed price 24 month contract, faster internet and cheaper

5 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    3 days ago

    Hey Steve_Yate, thank you for reaching out and we are sorry to hear about your package changes.

    Please do remember there would be pro rota charges and there is a 30 day period on downgraded meaning there would be more pro rota charges for this.

    Once you get your next bill you should see the changes.

    • Steve_Yate's avatar
      Steve_Yate
      Joining in
      3 days ago

      I downgraded on 5th November, I removed TV and landline retaining only my broadband internet connection. My next bill on 6th November was £83.02.

      I had an e-mail confirming my downgrade and the new monthly amount of £41.51

      Over 30 days after my downgrade,  on 8th December I was again billed £83.02. Online my status is "out of contract" I have a package of broadband, TV and landline.

      I spoke to customer services yesterday, they said that I was out of contract and there was no record of my downgrade. They said that as the system showed me out of contract and no changes having been made there was nothing they could do. I asked to speak to a supervisor, I was told that I would get a call back. I did not receive a call back.

      Can you confirm to me that I am out of contract and exactly what my status is

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        3 days ago

        Sorry to hear this, did you ever get an confirmation  that this deal went through?

        If its done online it can take 14 working day and we cannot see this.

        However you should you been emailed the deal and confirmation did you get this?

  • Steve_Yate's avatar
    Steve_Yate
    Joining in
    3 days ago

    I did get this e-mail as below

     

    Hi SS,

    Thanks for choosing Virgin Media. Here's a summary of your order.

    Returning your kit

    Please check our help page to confirm what kit will need to be returned, along with how to return it.
    If needed, we will send out free returns packaging shortly after we disconnect your removed services. If you fail to return our kit to us, you will incur a non-return fee.
     
    Order reference: 
    XS100 etc 
     
    Main services: 
    M350 Fibre Broadband 
     
    Address: 
      
    Main service total£41.51
    Price from your April 2026 bill£45.51
    Price from your April 2027 bill£49.51
    New 24 month plan.
     

    Payment summary

    Monthly total£41.51
    Price from your April 2026 bill£45.51
    Price from your April 2027 bill£49.51
    As you've changed your package part way through your billing cycle, your next bill will feature only part of the charges for your new service. You'll pay the full amount you were quoted every month after that.
     

    Enjoy your new services!

    The Virgin Media Team

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      3 days ago

      Thanks for coming back to us, Steve_Yate. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L