Forum Discussion

smoggie2025's avatar
smoggie2025
Joining in
2 months ago
Solved

Not able to down grade package

I had tv landlines and tv and l wanted broadband only......

I was told to cancel my subscription l have done this already had and sign up for a new account 

Signed up for a new subscription broadband only...but because there is an account at my address they can not do it....

I tried to change the installation till after the old account has been disconnected.....

I have not been able to change the installation date and everything is on hold..not sure what happens next..

Why is it so hard to change subscription with Virgin....

Smoggie 

 

  • Matthew_ML's avatar
    Matthew_ML
    2 months ago

    Hey smoggie2025, thank you for reaching out and a warm welcome to the community, I am sorry to hear about your downgrade issues.

    You can of course just downgrade to broadband only, who said this wasn't possible?

    However you can only have one active account at the address, you are not allowed to set up a new account whilst there is still one active / going through a disconnection. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

    Hey smoggie2025, thank you for reaching out and a warm welcome to the community, I am sorry to hear about your downgrade issues.

    You can of course just downgrade to broadband only, who said this wasn't possible?

    However you can only have one active account at the address, you are not allowed to set up a new account whilst there is still one active / going through a disconnection. 

  • smoggie2025's avatar
    smoggie2025
    Joining in
    2 months ago

    I cancelled my subscription that l had it was broadband tv and landline....

    I then signed up for broadband only....the original subscription is on 30 days..6th March disconnected 

    Because of this the date....the new subscription falls with the 30 days 14th February.....l asked to change this over to the same day the disconnected subscription was to happen 

    I have phoned 3 times to get the date changed but still have not got it changed

    Why is it so hard to change the date.... I have the new contract emailed to me..but l can't setup a new account because l don't have a new account number 

    As said why is it so hard....l done chats emailed and phoned with No Luck..where l live l can only use Virgin for broadband as the others are all low bandwidth....and not sutable for me

    ..l have been with Comcast, then NTL, then Virgin....l go back years

    Stewart 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 months ago

      Hi smoggie2025, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      No, do not post any personal information into the Forum.  Only reply via DM directly to the VM Staff.  Anyone can read these threads

  • smoggie2025's avatar
    smoggie2025
    Joining in
    2 months ago

    So how do l give you the information you want as l can not do anymore private messages 

  • smoggie2025's avatar
    smoggie2025
    Joining in
    2 months ago

    How long does it take .

    .before l can do private messages...l am half thru giving VM my details. 

    .??