Forum Discussion

keithV1's avatar
keithV1
Just joined
15 days ago

My contract is up for renewal at the end of Feb. I've just enquired about a downgrade to Broadband only as we recently purchased a Freely TV. So we don't need the TV package and we have never used the landline element.

Just spoke to two people at Virgin  and both told me I can't go Broadband only.

I've had virgin media 7 years at this address, and 15 before that.

Im waiting for a call back from a manager to hopefully resolve. Maybe this is the end of my relationship with VM or time to speak to OFCOM.

  • goslow's avatar
    goslow
    Alessandro Volta

    VM will always try to sell you a bundle of services but some of VM's services (such as landline and linear TV) are not high priorities for many people now.

    Research your available alternative providers, and their prices, then have one more go at renewing broadband only with VM (try the 'thinking of leaving us' option and try calling first thing when the lines open which may reduce the likelihood of a long delay in getting through).

    If VM still won't provide what you want, put in your cancellation and leave. You might get a call back from VM retentions with a better offer but there is no guarantee of this and it is advised to have marketing options on in 'My VM' to allow the call to take place.

  • Hi keithV1 thanks for your post here, we're sorry you're having struggles in downgrading to broadband only.

    Have the team advised why you can't go down to broadband only, are you still within your minimum contract term?
    For clarity if you are, then each aspect of your bundle you're removing (landline and TV in this case) have their individual early disconnection fees to pay and this may be why.

    If not though please let us know and we can look into it further for you.