Forum Discussion

Baylis's avatar
Baylis
Joining in
4 days ago

Package price

Do virgin do email contact for complaints ....don't ask me to go to chat been and done that numerous times .Trying to change my currant package but going around in circles and now get told 30 mins ago I would need to cancel and give 30 days I want to change my package ending on 14th July but seems will have to cancel my account .Well I could do that but what a load of phaffing all because I want a New Bundle chat just keep stallling and and now say need to cancel giving 30 day notice . I first contacted Chat on 18th June as they said would send me a Price which sounded agreeable but that newver arrived ,on 1st July recieved somed documents and the price was higher I have saved all the transcripts but I am now considering leaving which is sad but the last person on chat stumped up with the 30 day cancellation .My package ends on 14th so only wanted to know does it renew without my say so and how the *does one take out a New One without actually Cancelling Virgin Altogether 

 

4 Replies

  • Baylis's avatar
    Baylis
    Joining in
    4 days ago

    I don't believe it !!!! as Victor Meldrew would say , Have  just recieved an emaill from Virgin saying Sad to See you go , FGS .... They don't answers ones questions just try to sell you something else or as the last Chat person told me in a random whatever when I asked would my package I have now renew ,that TNT sports was not free as I had added it to my account last year ,but I paid for that as an extra ..... I want to send somone in Charge who can read tha chats I have had starting on 18th June ..... senseless I want to stay been with you since NTL world ...donkeys years ....but seems I'm not wanted :(

     

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Baylis, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you feel this way. We don't have an email contact for complaints I'm afraid. All our agents are trained to raise, investigate and resolve complaints when speaking to them. 

    If you're removing something from your package then there would be a 30 days notice for doing this. You can look at what offers are available for a renewal by checking My VM here. The team can also look into your package renewal and tailor it to your needs. You can reach them on 150 / 0345 454 1111. 

    In terms of a disconnection, if you've advised the agent that you don't wish to renew and want to cancel then they would set up a disconnection on the account. If you've changed your mind and wish to stay with us, you can cancel the disconnection by speaking to them on the number above. 

    Please let us know if you have any further queries or questions.

    Many thanks, 

  • Baylis's avatar
    Baylis
    Joining in
    4 days ago

    I first contacted the team on Chat on the 18th June so why did they not advise then I would need 30 days to cancel my Account is I wanted to change my Package .I would of done that then if I knew then what I know now I am not removing or adding anything I would like a New Contract but a different package ,the contract is up ,,,, is that so hard for Virgin to do ... I want to remove my Land line as don't use it ,so at this time it is a expensive outgoing when one only recives £127.00 pension a week with food,gas,eletric ect to pay I have to cut back as is very hard ... They don't seem to want to help just keep putting the price up ...and I have now cancelled due to the stress I am having the final Bill they want is £90 + when all I owe up to 14th is 67.56 ................. holding me to ransome is unacepptable ...

    • newapollo's avatar
      newapollo
      Very Insightful Person
      4 days ago

      Hi Baylis,

      If you are only receiving £127.00 a week pension then you should apply for pension credit which is payable if your pension is less than  £227.10 a week. 

      You should use the governments /pension-credit-calculator

      If you are claiming Pension Credit then you will qualify for VM's <Essential broadband> package which provides a low cost, low speed broadband connection.

      (You need to be on either Pension Credit, Universal Credit, Income Support, Income-based Jobseeker’s Allowance, or Income-based Employment Support Allowance to be eligible for Essential broadband packages).

      Essential Broadband is £12.50 a month for a 15Mbps connection.

      Essential Broadband Plus is £20.00 a month for a 54Mbps connection

      Essential Broadband Plus with Flex is £20.00 a month for a 54Mbps connection with a one of set up fee which is currently £10 for the Flex TV box which provides over 150 TV channels.

      If, or when you do qualify for the above then since you’re already in a contract with VM  they swap you over to one of the Essential broadband packages straight away and you won’t have to pay any fees or extra charges. Go to live chat using the above linked page for more details.

      If you transfer to an Essential broadband plan, your price won’t change whilst you are receiving any of the Benefits.