Changing the deal

[dilbar]

I managed to login to our account in order to see what the options are for reducing the costs. We are out of contract.  The TIVO box only works intermittently and as we have alternative ways of watching TV we want to ditch the TV options. When I go to either 'change my package' or 'explore your renewal deal' all I get is OOPs - something's not working. 

[newapollo]

Hi dilbar

A lot of people are affected by the 'Oops' message, myself included. You should contact the retentions team and either negotiate a new deal or palce a cancellation request with them.  The best method and time to contact them is to call  150 from a Virgin landline or mobile, or 0345 454 1111 from any other phone, but best to call at 8am when lines first open to avoid call queues.

Choose option 4 retentions (thinking of leaving us) They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents. Hopefully you can negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract.

You can also text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112 but phone calls take priority and these methods can take 4 to 6 hours, probably longer.

[Hayze · Accepted solution]

Same here, been all round the houses trying to accept a deal that has now disappeared and I’m back to the same message as you. Tried to get help on here as a last resort but I’m not spending hours of my time trying to remain a customer of Virgin Media. Can’t believe how bad the level of customer service has dropped.