Forum Discussion

vshing1996's avatar
vshing1996
Joining in
5 months ago

Re: End of contract downgrade broadband package

Hi Carley,

I had a very similar situation where they only offer me one broadband deal at 44pounds (on M125 + streaming box) which I hardly use, and would like to downgrade to just M125 only as I can find out that on the website being 24pounds a month or I can do M250 at 27pounds a month if that's easier. 

but the problem I am facing is that 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.

and I would like to continue using you services which my contract will expire in a few days if that's possible.

Best

Victor

  • Robert_P's avatar
    Robert_P
    Forum Team
    5 months ago

    Hello vshing1996

     

    Thanks for posting on the forums in regards to your package and downgrading. We appreciate you taking the time to raise this here via the forums and welcome to the community.

     

    The package you advised for £27, is that a new customer deal? As an existing customer it won't be available to you but we would always offer the best package available. Can you confirm who offered the £44 package? 

     

    Have you spoken to the team on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you?

    • vshing1996's avatar
      vshing1996
      Joining in
      5 months ago

      Hello Robert,

      I have just been chatting through WhatsApp and I have been talking to Anjali which was very helpful, however the deal is not, I am just trying to keep the same provider (virgin media) but at a much lower and since I do not need a stream box, and your colleague is saying that If I were to get broadband deal without the stream box (since my original package is with steam box) it would actually be more expensive (assuming >£44 package). 

      On the side of the deal on your website, it does not say is a new customer deal, therefore I am just trying to the same deal or at least similar deal for around £30

      • newapollo's avatar
        newapollo
        Very Insightful Person
        5 months ago

        Hi Victor,

        The pricing you quoted that's on the website is for new customers only, as indicated in the Legal Stuff > Broadband subsection towards the bottom of the page. (info copy pasted below)  You will have received new customer pricing when you first joined VM. 

        M125 Fibre Broadband: New customers only. Minimum term applies to your broadband service, check basket for details. M125 Fibre Broadband (average download speed 132Mbps). 18 month minimum term product: £26* a month for 18 months, then £54* a month thereafter.

        M250 Fibre Broadband:New customers only. Minimum term applies to your broadband service, check basket for details. M250 Fibre Broadband (average download speed 264Mbps). 18 month minimum term product: £28.99* a month for 18 months, then £60* a month thereafter.

        You should however be able to negotiate a deal between the two prices. It helps if you do your homework first and can provide the pricing of similairspeeds  with other providers.

  • goslow's avatar
    goslow
    Alessandro Volta
    5 months ago

    VM seems to be playing even stranger than usual games with those customers wishing to renew at the moment.

    From many recent topics on here, initial offers for renewal are reported to be very poor and it seems many have to go all the way through to cancellation before a decent offer comes through.

    Arm yourself with the prices and packages for your alternative providers and try again.

    If your minimum term comes to an end in a few days you should be in a good position to negotiate but if you decide to leave you will still need to give VM 30 days notice to cancel your services.

  • unisoft's avatar
    unisoft
    Knows their stuff
    5 months ago
    vshing1996 wrote:

    Hi Carley,

    I had a very similar situation where they only offer me one broadband deal at 44pounds (on M125 + streaming box) which I hardly use, and would like to downgrade to just M125 only as I can find out that on the website being 24pounds a month or I can do M250 at 27pounds a month if that's easier. 

    but the problem I am facing is that 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.

    and I would like to continue using you services which my contract will expire in a few days if that's possible.

    Best

    Victor

    You should be able to get M125 for £24, they are known to drop even lower, but only if you actually give 30 days notice and (you may) get a phone call or SMS to renew. The latter is only true if marketing is enabled in your online profile in My Virgin Media portal (and some weeks before cancelling). If this is your first time at cancelling, then you its possible to get a call within 72 hours, if you have done this before then they may not bother until 3 days from service terminating. You can always cancel the cancel within the 30 days too. To be honest, be realistic in pricing as an offer of £24 is good for M125 (which is usually about 143mbps speed in practice unless an area or house cable issue) and bar ALTNETS is competitive. The stream box is free anyway so you might as well keep it and just use the freeview channels as you do not have to have a subscription for non-free channels to have it. When dealing with retentions (Leaving Virgin option NOT standard customer services) be firm with cancel unless a better deal is mentioned from the start. Any pussyfooting about with "thinking of leaving" or "seeing what my options are" will be sniffed out by trained retentions staff and you won't be seen as serious and the rubbish offers will spew. You have to mean business and its up to them to keep it.