Can someone from your team DM me ASAP to resolve my problem and swap me to e-billing.
I've spent an hour (yes, really) on your site trying to work out how your UX has gone so wrong that you've made it borderline impossible for people being charged £1.75 a month to opt-out. I'm not having trouble doing it - you've made it impossible to do! I'm feeling very annoyed and frustrated.
Every piece of advice given in your forums (which I've read through) also echoes the same wrong difficult advice - "go to my profile, then .." when most people don't have this option.
As an aside...
I'd also recommend flagging this to your digital comms manager because this is a fairly major problem that feels illegal - are you hoping that people will give up trying to swap to e-billing and thus continue paying an extra £21 a year for the duration of their contracts ? I assume not, but it's definitely given me that impression. Why is it only doable if you are PMd by someone?
I work as a digital comms manager, and this is all really bad form. Is it something to do with the 'type' of account we hold, if we're registered to view a specific type of members page?
I'd also suggest training your agents and moderators to give appropriate advice, instead of repeating the same guidance as they do on this page.
FYI virginmedia.com/help/virgin-media-ebilling is an automatic redirect, and is currently on your paper comms! So must be deleted. You should instead say, some members might have to register to post on our forums, then ask for one of our team to DM you. As this so far appears to be the only way?
