Forum Discussion

Baller's avatar
Baller
Tuning in
2 months ago

Unable to Customise My Package

I'm currently out of contract & looking to take a new one. 

On the "Manage my package" page, I have to option to "renew my current package" or to "customise my package".

I wish to customise the package to remove the channel packs I do not want (namely the "Sky Cinema HD" & "Kids" packages that were added to our lineup without consultation years ago - no kids in this house...) & to replace them with channel packs that may be more suitable.

HOWEVER, on the "Customise my package" screen, the ability to uncheck the boxes of those unwanted channel packs is not available - I can check the boxes of the extra packs, but I cannot remove the packs I already have & don't want. This is very frustrating.

Does anyone know how to do this? Thanks.

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

    You can usually only remove elements from a package, by phone.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hello Baller,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online package change. We wouldn't be able to help further with changing your package or renewing that from here. Please could you call through to our team on 0345 454 1111 and they will be able to offer you the best deal possible.

    Kind Regards,

    Steven_L

  • unisoft's avatar
    unisoft
    Knows their stuff
    31 days ago

    Your only way out is to ring and I would strongly advise the leaving Virgin option to do a whole renegotiation of your package with things you want only. It would mean an 18 month recontract but should result in much better pricing. You need to be polite but firm with wording around leaving because you don't feel you get value from your current set of services.

    Alternatively,you could try just asking for a service change receipt instead of recontract, keeping you core services but ditching the xtras like Sky Cinema and Kids. You may not get as good as price as a recontract but should still be less than now, unless you were already on a vastly discounted package price....