Downgrading package

[mint_sauce]

I went through all the WhatsApp convo stuff because Virgin don't allow you to downgrade, only upgrade.... Already makes me angry. Went through WhatsApp and got asked the last four digits of my bank account and then silence.

So, I'll try asking here to see if it's possible to get the option to downgrade my package as I don't need 1Gbit and no point paying for the speeds.

What's the best way to do this, I assume I won't have to start  new contract?

[jpeg1]

You can't downgrade during a fixed term contract.  If you're no longer in a fixed term contract you can phone to give notice of leaving and negotiate a new contract.

[mint_sauce]

ok, so now the WhatsApp person is vaguely responding and out of the blue has downgraded my package without confirming with me to the M250 package for a £68 contract, I definitely don't want that. I don't want any contract. Can their support people just do stuff like that?? What the hell. 

[goslow]

Assuming you are outside of your minimum term on the 1 Gbps service, if you want to move to a 250 Mbps service you would start a new minimum term.

VM always wants to sell you a bundle of services and prices accordingly for the minimum term period (by making a bundle cheaper than an individual service such as broadband only).

If you want broadband only, start looking around at what other suppliers can offer to compare with VM and do your negotiating with VM on that basis.

In an increasing number of topics on here it seems that the best renewal pricing only comes in when you have cancelled but there is no guarantee VM will call you back with a better offer.

[jpeg1]

£68 is far too much for 250 Mbps, particularly since you'll be locked in for two annual increases.  If you are out of contract, phone in and take the 'thinking of leaving us' option. 

[Robert_P]

Hello mint_sauce

Sorry to hear of the package price issues and problems getting this looked into. We appreciate you raising this via the forums.

As advised above, if you're in a fixed term contract and looking to downgrade by removing services, there would be Early Disconnection Fee's for the services you're looking to remove and their remaining term. If you're out of contract, making these changes would put you into a fixed term contract again although some Solus Broadband packages would be 30 day rolling contracts as opposed to 18 months.

From looking, on average, 250MB is £60 per month in this instance. The other option would be to give your 30 days notice of cancellation.

[unisoft]

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@Robert_P wrote:

Hello mint_sauce

Sorry to hear of the package price issues and problems getting this looked into. We appreciate you raising this via the forums.

As advised above, if you're in a fixed term contract and looking to downgrade by removing services, there would be Early Disconnection Fee's for the services you're looking to remove and their remaining term. If you're out of contract, making these changes would put you into a fixed term contract again although some Solus Broadband packages would be 30 day rolling contracts as opposed to 18 months.

From looking, on average, 250MB is £60 per month in this instance. The other option would be to give your 30 days notice of cancellation.

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That's interesting as Retentions (UK) have always stated to me that you can change your package, including a downgrade within a fixed term. As long as you stayed with VM and not asked for termination, but the revised package's price may not be as discounted or as good as the original as a comparison for a package change. They've also said that it would invoke a service change receipt in most cases, but depending on the agent, they may insist on starting a new term contract from the date of change (i.e. reset the start date again). I did a service change when in contract as wasn't happy with package.

It is typical of VM though, different staff saying different things and no hard and fast policy for transparency on VM's web site for reference. Considering how long VM have been around, their processes and procedures should be mature and consistent by now.