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Nap1815's avatar
Nap1815
Joining in
2 years ago
Solved

End of contract downgrade broadband package

I currently have a broadband only package (M350, £46 pm) that is coming to an end in a few days. I wanted to switch to a new contract that was cheaper, and could accept a slower broadband speed to do so. I call Virgin, and after a lengthy wait was told that the only options available were for me to move to M500 for £49 pm. There were no options to downgrade my broadband speed to get a cheaper deal. The agent then told me to go to the website and select a cheaper deal from there as they offered bigger discounts. I tried that, but when I select a cheaper deal (M250 for £27 pm) I get prompted to login to my account, and then there is no way I can get that deal - all that is offered under 'Change Your Package' are faster, more expensive contracts.

Very unhappy about this - it looks like Virgin has no interest in retaining existing customers by allowing them to switch to cheaper deals?

Does anyone know if there is a way to downgrade and move to a cheaper broadband deal?

 

  • Kain_W's avatar
    Kain_W
    2 years ago

    Hi Nap1815,

    Thanks for your post and welcome to the community.

    Many apologies for any problems faced with getting this sorted, you should be able to downgrade your speed at any point if the current one is not fit for purpose.

    Whilst we don't deal with package changes on this contact channel, so we can investigate why this has been stated I've dropped you a PM,

    The message will appear within the envelope icon.

    Regards,

10 Replies

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  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi Nap1815,

    Thanks for your post and welcome to the community.

    Many apologies for any problems faced with getting this sorted, you should be able to downgrade your speed at any point if the current one is not fit for purpose.

    Whilst we don't deal with package changes on this contact channel, so we can investigate why this has been stated I've dropped you a PM,

    The message will appear within the envelope icon.

    Regards,

    • BobChesh's avatar
      BobChesh
      On our wavelength
      2 years ago

      Forum Team,

      I have exactly the same problem! I cannot downgrade my package on the website. Contacting the VM team cannot offer me the best deal and they say the one that I want is only On Line and that I must use the Change My Package to resolve.

      So round and round in circles! Please advise.

      Regards

  • wing's avatar
    wing
    On our wavelength
    2 years ago

    I received an email last month telling me my contract with them ended on 30/01/24 and after that date my monthly price will be £86 a month ( which I am paying now) until 31/07/24 it will go up to £111 a month.

    I contacted Virgin to remove packages that I don’t need such as:

    • Additional TV 360 Mini Box which I never use
    • Kids Pix which I never use I
    • Netflix Standard which I never use
    • Sky Entertainment I & Cinema which I don’t watch

    Also, I asked them to downgrade my broadband  from Volt 1 Gb Fibre to M500 fibre which is more than sufficient for me. I only watch football on the Sky Sports HD.

    They told me I should make the changes sometime in July 2024 but my price might go up as my current package is subject to an existing customer discount.  Is that correct that I shouldn't change anything until July 2024 ? Can't I have a cheaper bundle from now or even from July 2024 ?

     

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Thanks for your cooperation over PM Nap1815,

    I'm glad we were able to get this matter resolved.

    If you do have any future queries then be sure to pop back up for further assistance.

    Take care,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    The only satisfactory way to get a downgrade if you are out of contract is to cancel the existing service because it now too expensive.  You can then negotiate for a new contract with the services you actually want.  Believe me, it does work, but you have to be firm. 

    • Dave6018's avatar
      Dave6018
      On our wavelength
      2 years ago

      I had the complete package with everything and have been with Virgin for seven years, so I spoke to the retention team, and they were useless. Virgin Media prioritizes new customers over existing ones, so the only way I could get a decent deal was to switch to Sky and then have my wife take broadband-only with Sky. So now I have 250 Mbps broadband and Sky Stream, which has been an eye-opening experience. It feels modern. Oh, and I have sports, movies, entertainment, UHD, and Dolby Atmos. This is costing me £85 a month for 18 months. I really don't get Virgin's business model.

  • BobChesh's avatar
    BobChesh
    On our wavelength
    2 years ago

    Forum Team. My full TV, BB and Phone contract is coming to an end soon. I want to Downgrade to M125 at 29 pound a month (instead of my current 72!). My Virgin Media states I can downgrade using the web page, but its not possible as there is now downgrade option. Lots of upgrade though!

    I have s tried to talk to VM and I am informed that the M125 is only available on line and use the website to do so, but Ive already stated that I can't. So how do I get the new package that is available?

    Here's hoping for a solution to this problem, which looking at this forum is not unique to me!!!

    Cheers

     

     

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Hi BobChesh 

      Welcome back to the community forums 

      Sorry to hear you're having issues with downgrading your package. 

       

      You are able to downgrade your package if choose to, to a slower speed. If any other services are removed such as TV or Landline, you might find that there is less discounts available as the more services active, the more eligible discounts there are.

       

      Where have you seen the offer for M125 at £29 a month? Was this on your online account or was this on our website to sign up? 
      If this was on our website, then the deal maybe for new customers only. As with all providers we've introductory offers for new customers, at the start of all of our customer’s time with us they'll have benefited from such a deal. Once expired, we'll do all we can to offer the best existing customer deal available.  

  • jbea's avatar
    jbea
    Just joined
    2 months ago

    I have had the same problem, sent round and round in circles for months, customer services put me on hold and then cut me off 3 times, web chat, got nowhere, the website is terrible, goes round in circles and then back to the start, the app is just as bad. I have been a customer since 2006, I either want to down grade my internet or cancel all together and want to cancel a free trial for get fit now before I get charged and there is no way to do anything. Please can anyone help?

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 months ago

      Hi jbea thanks for posting and welcome to our community.

      We're sorry to hear you've been unable to action your downgrade request. And for any inconvenience this may be causing. Regrettably we're unable to assist you on this platform with the nature of your issue. Please get in touch using one of the following contact methods;

      Call: 150 from a Virgin Media Landline or 03454541111 from any other phone
      Facebook: https://www.facebook.com/virginmedia/
      WhatsApp: +447305 327 112
      X - formerly Twitter: https://twitter.com/virginmedia
      And we can help from there. Also, with the X and Facebook options, once you've established contact, my colleagues will be able to send you an invitation to join them privately, to make an investigation on your behalf.

      Regards

      Lee_R