Forum Discussion

elfin101's avatar
elfin101
Dialled in
7 months ago

Downgrade online is not possible

This page, https://www.virginmedia.com/help/broadband-tv-and-landline specifically states

Whether you’re thinking about changing your broadband package, TV or phone service, or changing your Virgin Media package by upgrading or downgrading it you can do it all here.

but you can't actually downgrade. Seems misleading to me.

I'm currently 6 weeks away and wanted to see what was available. After searching on here, and on the help site I've come to the conclusion that Virgin Media don't really care about there long standing customers. I don't post very often but have been with cable since the 90s.

Also, what happened to the roll out of the switch to digital phones, I was hoping that was being sorted before now as I was told that was going ahead 6 months ago! I ask as that is relevant to any downgrade discussions that take place. Will we finally be able to ditch the ridiculous requirement that we have a home phone!! ( May not be classed as such but there is an exorbitant cost incurred for not having it)

 

  • Martin_N's avatar
    Martin_N
    Forum Team
    7 months ago

    Hi elfin101,

    Thank you for your post. I can assure you that customer can downgrade their package if they choose to do so. 

    If a package isn't showing on the online account that a customer feels suits them best then they can call into the team via 150/0345 454 1111.

    We are more than happy to take a look at your account to see if you are due to be switch over on your landline service. 

    I will private message you now to confirm your details. 

    ^Martin

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      7 months ago

      The point about the misleading wording on the page still stands. 

      It reads (in full) :

      "Change package help and support

      (button) Upgrade my package

      (button) Cancel

      (button) Moving home

      About our change your package help and support page
      Here you’ll find the support you need to understand how to change your Virgin Media package, change your services, or update your account information.

      Whether you’re thinking about changing your broadband package, TV or phone service, or changing your Virgin Media package by upgrading or downgrading it you can do it all here. You can also learn how to make changes like your Direct Debit details, sign in information or change who controls the account – particularly if you’re moving home or taking over a new account. All you need to do is choose the category you think will help you the most. We’ll then help you answer questions like, can I change my Virgin Media package? And help you if you can’t change your package online. You’ll then be given more options to narrow down your search, clear information in step-by-step guides and helpful links to make a Virgin Media package change.

      If you still can’t find what you’re looking for, that’s okay, you can talk to us, our contact information is easy to find."

      It's almost as if the text is referencing some completely different help tool to the buttons actually provided. 

    • elfin101's avatar
      elfin101
      Dialled in
      7 months ago

      You may be able to downgrade, but you cannot do that online. Guess I should have been more specific. Not that it doesn't say so in the page I linked though.

      And in reply to others:

      The phone switchover is still progressing for other suppliers so I would assume it still will via VM. 

      Oh yes I have been checking packages/prices from other suppliers, prices from VM for renewals are way above what they offer. I do suggest others check as well 😉 

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    VM wants you to phone up and engage with a sales agent who will try to upsell you a lot of stuff you probably don't want.

    The 'bundle' approach for discounted packages has been used by VM for a long time. It can work well for those who reliably phone up every 18 months and haggle a renewal.

    You haven't said what service(s) you do want in the future. You should be pricing what the rivals to VM can offer before you engage in negotiations with VM.

    The phone switchover programme was put on hold, for all telecoms providers, by the previous government. I think I read on here that VM has restarted it on a smaller/slower scale than before. VM continues to switch customers with a faulty conventional line as an alternative to making a repair.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    7 months ago

    Downgrading can affect the discounting on other parts of your package (eg. If you drop the landline, the price of your other services goes up, possibly to more than you are paying now). There is almost nobody on "standard" prices, so VM will want to discuss other options with you.