Is it possible to completely cancel landline but keep Broadband and TV?

[mikebhm]

Two days ago I phoned Customer Services, and successfully (I thought) completely cancelled our landline. No changes to TV(Maxit) and BB(GIG1). My monthly bill went down from £97.25 to £78. All Good I thought.

Then the CIS, CSS and "Thanks for making those changes" email arrived. These all confirm the £78, but also say:

"Your new package now includes:

Broadband: Volt Gig 1 Fibre Broadband

Phone: Evening & weekend chatter ("phone line rental" also mentioned in CIS and CSS).

We've removed:

Broadband: Gig 1 Fibre Broadband

Phone: Call Waiting - Talk more anytime"

Does this make any sense? I have been told (not by Virgin) that it is not possible to completely cancel landline and keep Broadband and TV...so maybe I have been put on the minimum landline service?

But why has my Broadband package changed from "Gig 1Fibre Broadband" to "Volt Gig 1 Fibre Broadband"...what is the difference. There was no change to Broadband discussed on the CS phone call.

Thanks for any help.

[Tom_W1 · Accepted solution]

Hi @mikebhm, thanks for your post although I'm sorry to hear of your concerns raised regarding the package change here.

So it would appear based on what you've shown here, that the team have put you on the lowest available landline service as you suspect.

You can however, have broadband only packages but sometimes these can actually be dearer due to the discounts available - more can mean less sometimes!
In terms of the Volt on the bundle, a Volt package is when an O2 SIM is included in the package, were you advised of this during your discussion?

Many thanks

[mikebhm]

@Tom_W1 Thanks very much for quick reply!

No the O2 SIM was not mentioned (although I have to admit to being very deaf so I might have missed it). I don't have a use for an O2 SIM.

Is it possible that the agent recognised that in my case it would be cheaper for me to keep the minimum landline service than cancel altogether? I certainly didn't understand this from the phone call but I might have missed it.  If this is the case I have no objection to keeping the landline. 

Would you advise me to try and resolve this with CS, or wait and see what happens? 

I did try to clarify with subsequent WhatsApp chat contact, but she only only offered to build me an irresistible bundle costing £89. When I said the contract I was on was only £78 she said they couldn't offer same deals as CS. 

Thanks again

[Tom_W1]

Hi @mikebhm thanks a lot for your reply.

I do apologise if this was missed - you can't have a Volt package without an O2 SIM though, so it's very likely that soon you will receive communications from O2 directly about your new SIM.

Even though the SIM is included in the bundle, it's not included free of charge and you would be billed by O2 separately for the SIM (I can't say how much as it would depend on what tariff has been selected). Despite this though, we can't cancel the SIM's from our side and only sell them unfortunately.

I would if you receive communications from O2, call them directly and get this cancelled so you're not billed from their side - with this, you'l still get the £78 agreed from our side.

I hope this helps and apologies for any inconvenience caused.

If you wish to call us again on 150 / 0345 454 1111, we can certainly explore broadband only deals for you, just in case they are cheaper.

Many thanks

[mikebhm]

Thanks for the warning about O2!

I think I will leave alone for now. I am quite surprised and pleased that reduction is as much as £19.25 just for removing Call Waiting and Talk more anytime. My experience of making changes to my packages has not been good (inconsistencies, errors, discounts agreed in writing not being applied) so don't think I will pursue a further reduction from £78 until this change has happened. 

Thanks again for the help.

[mikebhm]

@Tom_W1

Thinking more about the unrequested "Volt" package....is there are any danger that O2 will say I can't cancel the O2 SIM because it is a minimum period of 12/24 months or something?

In which I need to invoke my 14 day cancellation right on the new £78 Virgin Contract.

It also ocurs to me that all calls are recorded so if I did unknowingly agree to this Volt Broadband package it will be on the recording. If I did not agree and it is just something have done unrequested I should not committed to a new deal with O2.

This has the makings of a nightmare!

Would you advise me to cancel the new £78 contract and start again?

Thanks for any advice.

[Kath_F]

Hi mikebhm, 

Thanks for coming back to us via the Community. 

If you have received an O2 SIM card then bills from O2 would follow. For now there is nothing you need to do as the VM side will continue at the agreed changes however should you receive an O2 SIM then there is a limited time in which you can cancel this so you should contact them right away. 

I'd appreciate it if you keep us updated as if this was set up without your agreement, we would need to feed this back to the agent and investigate things further as it would be classed as mis-selling which is something we do take seriously. 

Many thanks, 

[mikebhm]

Thanks Kath,

OK so your advice is wait and see if an O2 SIM arrives, rather than cancel my new Virgin contract quickly? Which implies it might just be an error that the CIS and CSS say "Volt"?

How soon would I expect to hear from O2? I am concerned about timing and whether I would be able to resolve the O2 situation within my 14 days?

Thanks

[Kath_F]

Hi Mike, 

As you're unsure, it may be best for us to take a look at things this side a little more closely for you. That way we can see exactly what has changed and be able to give you a more definitive answer then. 

To do that I will need to confirm some information with you and pass data protection. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi Mike, 

Thanks for sticking with me via private message. 

I'm glad I've been able to put your mind at ease. If you have any further issues, you know where we are. 

Many thanks,