Contract expiry downgrade

[Garyb71]

Hi, Why are you more than happy to allow me to upgrade online at contract end, but there is no option to downgrade?

I've just tried calling your Customer Services from both my Virgin landline and my mobile, but the line is awful, there is a terrible crackling sound. The fault is not at my end either. Is this a deliberate ploy to prevent incoming calls?

My TV, broadband and landline expires at the end of this month and I only need broadband going forward. If I cannot resolve this then I shall go elsewhere. This would be a pity as I am a long-standing customer. 

[Akua_A]

Hi @Garyb71 

Welcome back to our community forums and sorry to hear you have been having issues when trying to reach us to downgrade your package. We can understand the frustration caused and want to best help. Online, we are able to offer upgrades however Downgrades and cancellations must be processed by contacting our team. If you are having issues calling us on 0345 454 1111, please try WhatsApp messaging us at +447305 327 112 or one of our contact points here https://virg.in/contactvm Our team will do their best to advise on package options and discounts.

Thanks,