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.

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!

One of the methods which seems to be more successful, as reported on here, is simply sending them a letter to give your 30 days notice to cancelhttps://www.virginmedia.com/help/cancel-virgin-mediaUse a first-class signed-for delivery service for proof of delivery.A written instruction giving 30 days notice to cancel your services carries a certain legal weight and the proof of delivery provides an evidence trail which is hard for VM to wriggle out of.No guarantees VM won't mess it up, of course, but if you don't want any further dealings with VM then it does not involve hanging on the phone/chat/SMS for hours on end.

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.

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.

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?

Virgin media making it impossible to downgrade my package

11 Replies

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
  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
    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
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
  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
Joining in
22 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!!
45RPM
On our wavelength
13 days ago
Unfortunately VM is only interested in upselling. They are experts in fobbing off and pretending not to understand. I'm not sure what the opposite of "can do attitude" is but Virgin excel in this.
Branson advocated putting oneself in the customer's shoes to genuinely understand and solve their problems, to generate loyalty and satisfaction. I've neither experienced or heard of this attitude in modern times - big shame.
- Adduxi
  Very Insightful Person
  12 days ago
  Unfortunately Branson has nothing to do with Virgin Media for quite a long time.
forshawj
Up to speed
7 days ago
The ability to be able to upgrade online easy but not downgrade is breaking the law... this needs to be reported to Ofcom!

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Virgin media making it impossible to downgrade my package

11 Replies

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