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CHRIS671
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DOWNGRADE PACKAGE

How do I go about trying to downgrade my current package which runs till October 2020, virtually impossible to get to a adviser.  due to very tight finances, been a  customer since 2003 is their any customer loyalty from virgin,

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ntruby
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Re: DOWNGRADE PACKAGE

They make it difficult at the best of times, and now it's next-to-impossible.  I've been trying to get in touch since Sunday.

I've not earned a penny since March and I too need to downgrade or cancel.   I could have course cancel my DD, but have been warned on here that this will place a mark on my credit record.

 

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Emily_G
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Re: DOWNGRADE PACKAGE

Thank you for your post CHRIS671 and welcome to our community.

 

The team can look into what we can do for you over the text service, please request to speak with our retention's service by texting +44753 305 1809. This will go through a few automated questions and will then pop you through to the team. 

 

Also, if following this you still struggle to pay the monthly amount, our collections team can then help further by setting up a payment plan for any unpaid balance for you if needed.

 

Hope this helps, Emily.

CHRIS671
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Re: DOWNGRADE PACKAGE

Thank you problem has been resolved.

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virdbird
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Re: DOWNGRADE PACKAGE

I’m feeling your pain - I’ve rang Virgin, tried the link they text - didn’t work! Also been text messaging constantly with the number provided. Have raised a compliant whereby Virgin claim to have contacted me - which they haven’t. It’s beyond a joke!

Why do new customers receive amazing deals but existing ones are treated so badly. To say I’m at the end of my tether is an understatement. Come on Virgin - support your long term customers. 

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Beth_G
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Re: DOWNGRADE PACKAGE

Hi virdbird,

 

I am really sorry for the overall experience you've had, I appreciate it has been frustrating for you. 

 

Can you please confirm which link you are referring to and what happens when you try to access the page?

 

Thanks,

 

Beth

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