Downgrading my package

[007hastoe]

I'm frustrated as hell as my total package every month is £120 can't afford to keep paying it contract fin ages ago every time I phone to ask to downgrade my package I keep getting no where all I wht is just my broadband for my kids to use TV box and channels I don't wht  any more can someone help plz as my Nanna changed hers and all I get is offered a new package but more expensive than I have now 

[newapollo]

Hi @007hastoe 

You should be able  to negotiate a new contract by speaking to retentions. Tell them you are going to cancel as you can't afford the current pricing.You might actually be able to keep the same package on a price less than you are currently paying if you are out of contract. If you do downgrade to a lower package it takes 30 days to take effect.

The best route is to call 150 from a Virgin landline, or 0345 454 1111, options 1,1,4 and 4 (thinking of leaving) but it's best to call at 8am to avoid call queues

This should put you through to Retentions (thinking of leaving) however your call may be picked up first by a front line agent. If this happens be firm and say you want transferring to Retentions. Retentions are generally based in the UK and do far more than cancellations. They have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents should you wish to negotiate a new deal rather than just cancel. 

Before you do speak to them do a little of homework. See what prices other providers offer, and have those figures handy to use as a negotiating weapon..

Also check out the current VM prices and what's available on the following page <<< Here >>> 

The lower price is the new customer price which you won't qualify for, the higher price is the out of contract price. By negotiating you should get something in between, if you do call then you can have a price point in mind to barter with. 

If you don't want to be tied up on the phone you could also text VM on 0753 305 1809 or use WhatsApp on 0730 532 7112. Please be aware that replies aren't instant from either of these services, often taking 4 to 6 hours, but the agents will reply as quickly as they possibly can.

[Kath_F]

Hi 007hastoe, 

Thanks for your post and apologies to hear you're struggling with your current package and bill. 

We're unable to process package changes via the Community I'm afraid. 

The best thing to do is to have a look online at the different packages available. This way you can choose a package suitable for you and your family's needs. Once you know the best package for you, call the team on 150 / 0345 454 1111 and advise the name of the package you want to downgrade too. The team can then go through the pricing as an existing customer and look to see if there are any promotions or discounts available for you. 

Keep us posted on how things go and if you need anything else, you know where we are. 

Thanks,