Downgrade Broadband Speed

[DR11ML]

I seem to be having the same problem as everyone else on this thread. I’m at the end of my contract at the beginning of June. Virgin will not let me downgrade my broadband speed, even though the lower speed is available to new customers in my street.

I feel I’m being held to ransom. With not being able to reduce the speed, I cannot reduce my monthly costs. In fact, one person offered to reduce the speed but increase my cost! Shame on you Virgin Media. 

I am also sure when you ask to speak to the Retentions Team, although they say they’re are, it’s an overseas contact centre not interested in retaining customers only interested in up-selling.

[goslow]

What service(s) do you want in the future and what alternatives to VM do you have in your area?

If you have not already got this info readily at hand (including actual prices/packages elsewhere) then you are at a significant disadvantage when trying to renew with VM.

Seems to be an increasing number of topics on here, just recently, where the customer is only able to get the services they want from VM at renewal once they have actually put in their notice to cancel.

[Cardiffman282]

Good point. There does seem to be a new hardball approach to downgrades. Maybe VM thought "well we are still under the cosh from Ofcom over our tardiness over cancellations so let's shift our focus instead to a "no turning back" line on package downgrades instead".

I'm really not sure what the law/regs are on this refusal to accept downgrades where they are available. Anyone out there know? 

[goslow]

Can't say I know either but my guess would be a lot of it would fall under some kind of advertising reg's (e.g. the large number of topics on here where the customer sees one kind of offer, makes enquiries about it or clicks on a link only to get the 'Oops missing page' response. The customer is then forced into phoning VM only to find no such deal is on offer on the phone, only something at a higher price.

[Cardiffman282]

Yup my guess here is:

(1) the law around bait and switch marketing (Consumer Protection from Unfair Trading Regulations 2008) 

And

(2) ASA Code 3.30  "Marketers must not use the technique of switch selling, in which their sales staff... refuse to take orders for [the advertised product] ..."

https://www.asa.org.uk/make-a-complaint.html

[goslow]

Another feature of VM's business activities for another regulator to take a look at? It would require all those customers who cannot access advertised deals to start making some complaints though.

[jpeg1]

Yes. I think VM rely on individual customers thinking they are the only one affected (the Horizon effect?).

We see some on here but many may not be aware of this forum, or just pay up because they don't think they can take on such a big company.

[jpeg1]

I do wonder whether Mr Branson knows how much damage the VM licence does to his Virgin brand, and whether it's worth what they pay. 

[DR11ML]

I have now upgraded my package online. Went for faster speed, got the package cheaper than anyone offered me. Just means in 18 months time I might need to go  for even higher speed, which I doubt they even have! However next time I’ll be ahead of the game and switch elsewhere.

I have raised a formal complaint as it’s not right that you can’t downgrade at the end of your package.