Forum Discussion

Coll2000's avatar
Coll2000
Joining in
12 months ago

Why has my package changed without my consent? Pls help

Hi. Pls help I am deaf so i cannot ring customer services, and find them very unhelpful to existing customers, when new customers can get deals of around £30 - £40 for what I was paying £70 odd for, before my bill went up to £97 a month!!, I now has mega TV when  I specifically only had and wanted the minimal tv package, which it was on, and now its mega!, and kids pick when I am 74 years old, and my daughter doesn't have children. 

I am leaving Virgin media as soon as I can. There are many many better deals out there that dont surreptitiously up the speed of your broadband every year, so you end up in higher paying brackets and refuse to give me an internet only deal without tv when I ring, but for the time being I need the minimal TV package,  kids pick tv removed and to ask how on earth these things have changed!?

  • japitts's avatar
    japitts
    Very Insightful Person
    12 months ago
    Coll2000 wrote:

    I now has mega TV when  I specifically only had and wanted the minimal tv package

    VM currently have 2 tiers of TV packs. The base Mixit is broadly Freeview-equivalent and probably what you'd call the "minimal" package. Top-tier Mega has recently replaced Maxit and includes all non-premium channels.

    I suspect you may have once been on either Mixit or its predecessor "Mix" which was a mid-tier bundle. As part of a clean-up of legacy packages, VM would have moved you to the nearest equivalent so as not to lose any service.

    If you're not in a position to use the phone to call retentions, your best bet will be to use the WhatsApp "chat"-based means to negotiate with them instead. The new-customer card is a bit of an FAQ on these fora, you're not one so it probably won't achieve the result you're hoping for. Pricing up your combination of services from alternative suppliers and using that as leverage against VM, is a much better approach - and at worst, at least you're better prepared.

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    12 months ago

    Hi Coll2000,

    Thanks for your post and welcome to the community.

    So sorry to hear you've been experiencing issues with negotiating a new package, all of our customers would've received an introductory offer when joining ourselves, from there our team will try to offer the most suitable package they can.

    Whilst we don't deal with packages from this platform so we can investigate further I've dropped you a PM to discuss further.

    The message will appear within the envelope icon.

    Regards,