Forum Discussion

Hannah89's avatar
Hannah89
Tuning in
2 years ago

Virgin media making it impossible to downgrade my package

I’m currently on hold for the FOURTH time, been on the phone to virgin media for 1 hour and 45 minutes as I want to downgrade my package to broadband only. I’m being offered various different packages that include tv and landline (which I don’t want and explicitly told that to the very first person I spoke to). After speaking to a THIRD person I’ve been put on hold AGAIN. Being passed from pillar to post as nobody wants to deal with the request or take responsibility. Improve your customer service please virgin media!! I’m on the verge of cancelling my contract completely after this experience. So unprofessional and unhelpful. Still on hold as i am typing this. 

  • Hannah89's avatar
    Hannah89
    Tuning in
    2 years ago

    Never got a chance to speak to a fourth person as I got hung up on!! After 2 hours of being messed around!

    so starting the whole process again - currently on hold. 

    • goslow's avatar
      goslow
      Alessandro Volta
      2 years ago

      VM will make it as difficult as possible for you to downgrade as reported in topics on here.

      Realistically you are likely to get much better (new customer) pricing with a new supplier for broadband only (if you have some reasonable alternative choices and/or speed is not an overriding factor).

      Putting in your notice to cancel might generate a call from VM retentions to you with a much-improved offer but there are no guarantees it will happen. It is advised to have marketing options turned on to allow such a call to take place.

      Doing some research on pricing and options with other providers will help determine if any deal VM comes up with is any good or not.

      • Hannah89's avatar
        Hannah89
        Tuning in
        2 years ago

        At this point I want nothing to do with them. I have been a virgin media customer for 15 years and this is the service I get? 

  • Bbandonly's avatar
    Bbandonly
    Just joined
    2 years ago

    My contract was up for renewal and the previous package required me to take TV and phone in order to get 500MB broadband - I was paying £120 per month. VM have an offer of 1GB broadband only for £50 so I tried to get that through the online renewal - however downgrading my package was not an option online. The chat was hopeless so called the retention team. The £50 offer is for new customers only which is not great, but ok. The guy on the phone kept trying to keep me on my current package. If I had not really pushed him he would not have volunteered that I can get 1GB for £70 per month. It was the fact I had to push and that downgrading online is not an option that leaves a bad taste in the mouth. A really poor customer experience and if I had more time I would ditch VM altogether

    • Hannah89's avatar
      Hannah89
      Tuning in
      2 years ago

      I left VM. Now with sky where I only pay £25 a month for broadband. Even the whole process of returning the equipment to VM was handled very poorly. Won’t be going back! 

  • tonyval5150's avatar
    tonyval5150
    Joining in
    2 days ago

    I found them to be an absolute nightmare to deal with , whenever I have even the slightest problem!!

    Multiple complaints go absolutely nowhere and they make it impossible to go the Ombudsman either it seems, although I'm going to try direct to see if they can do anything. Companies should not be able to do business like this, treating customers like dirt under their shoes. I think they do it on purpose just to make you give up and pay their overinflated prices once the first contract is up, and it should be made illegal. 

    The service is OK, as long as you don't have any issues and have to get in touch with them, and then it;'s numerous phone calls, or wasting time contacting them by online chat which is a call center in Asia. They need to pack this in!! Nobody replies to emails either!! I shouldn't have send them a letter to get in contact in this day and age!!

    I was cold called by an agent who sold me the package I have now, and now all of a sudden I can't get back in touch with him. He told me a load of half truths and now I feel stuck because I don't want the hassle of going elsewhere, because I can't be without an internet/phone line for any length of to me because it's crucial in the modern age for any kind of communication.

    My health is poor and I really don't need the stress, and they are just messing me around because they can. I'm sick of it!!