I have now tried to change my package since September last year. Virgin's website does not allow me to make any changes with the excuse that its system is not working properly due to the lockdown.
Neither service calls nor emails are getting answered! But still I received yesterday a notice that my bill go up in price from March! How can your customer service do such a bad job.
To all users that are equally frustrated with Virgin: I would propose to start a "class action letter" to Ofcom - the regulator - in order to explain them how Virgin is treating us and that we want to recover our fees for services provided that we were not able to change. I have already talked to my lawyer and he said that I first need to approach the regulator before I can file a lawsuit.
Please respond accordingly if you want to join me with my application!