A warm welcome and thanks for posting on our community forums. Sorry to hear of you're recent experience with our retentions team, this is not the service we want any customer to have.
Unfortunately, we're unable to deal with package changes from our community forums, as our retentions team have several different offers.
As our valued member @goslow has advised, you will be best calling our retentions team directly on 150/0345 454 1111 options 1, 4 then 4 again, or use our messaging services on 0753 305 1809.
Please be aware when using the messaging services, it is not an immediate response service, however we will get back to you as quickly as possible.
You can also check the link here https://www.virginmedia.com/broadband/existing-customer-deals.
Kind regards Jodi.