End of contract downgrade broadband package

[Nap1815]

I currently have a broadband only package (M350, £46 pm) that is coming to an end in a few days. I wanted to switch to a new contract that was cheaper, and could accept a slower broadband speed to do so. I call Virgin, and after a lengthy wait was told that the only options available were for me to move to M500 for £49 pm. There were no options to downgrade my broadband speed to get a cheaper deal. The agent then told me to go to the website and select a cheaper deal from there as they offered bigger discounts. I tried that, but when I select a cheaper deal (M250 for £27 pm) I get prompted to login to my account, and then there is no way I can get that deal - all that is offered under 'Change Your Package' are faster, more expensive contracts.

Very unhappy about this - it looks like Virgin has no interest in retaining existing customers by allowing them to switch to cheaper deals?

Does anyone know if there is a way to downgrade and move to a cheaper broadband deal?

[Kain_W · Accepted solution]

Hi Nap1815,

Thanks for your post and welcome to the community.

Many apologies for any problems faced with getting this sorted, you should be able to downgrade your speed at any point if the current one is not fit for purpose.

Whilst we don't deal with package changes on this contact channel, so we can investigate why this has been stated I've dropped you a PM,

The message will appear within the envelope icon.

Regards,

[wing]

I received an email last month telling me my contract with them ended on 30/01/24 and after that date my monthly price will be £86 a month ( which I am paying now) until 31/07/24 it will go up to £111 a month.

I contacted Virgin to remove packages that I don’t need such as:

• Additional TV 360 Mini Box which I never use
• Kids Pix which I never use I
• Netflix Standard which I never use
• Sky Entertainment I & Cinema which I don’t watch

Also, I asked them to downgrade my broadband  from Volt 1 Gb Fibre to M500 fibre which is more than sufficient for me. I only watch football on the Sky Sports HD.

They told me I should make the changes sometime in July 2024 but my price might go up as my current package is subject to an existing customer discount.  Is that correct that I shouldn't change anything until July 2024 ? Can't I have a cheaper bundle from now or even from July 2024 ?

[Kain_W]

Thanks for your cooperation over PM Nap1815,

I'm glad we were able to get this matter resolved.

If you do have any future queries then be sure to pop back up for further assistance.

Take care,

[BobChesh]

Forum Team,

I have exactly the same problem! I cannot downgrade my package on the website. Contacting the VM team cannot offer me the best deal and they say the one that I want is only On Line and that I must use the Change My Package to resolve.

So round and round in circles! Please advise.

Regards

[jpeg1]

The only satisfactory way to get a downgrade if you are out of contract is to cancel the existing service because it now too expensive.  You can then negotiate for a new contract with the services you actually want.  Believe me, it does work, but you have to be firm. 

[Dave6018]

I had the complete package with everything and have been with Virgin for seven years, so I spoke to the retention team, and they were useless. Virgin Media prioritizes new customers over existing ones, so the only way I could get a decent deal was to switch to Sky and then have my wife take broadband-only with Sky. So now I have 250 Mbps broadband and Sky Stream, which has been an eye-opening experience. It feels modern. Oh, and I have sports, movies, entertainment, UHD, and Dolby Atmos. This is costing me £85 a month for 18 months. I really don't get Virgin's business model.

[BobChesh]

Forum Team. My full TV, BB and Phone contract is coming to an end soon. I want to Downgrade to M125 at 29 pound a month (instead of my current 72!). My Virgin Media states I can downgrade using the web page, but its not possible as there is now downgrade option. Lots of upgrade though!

I have s tried to talk to VM and I am informed that the M125 is only available on line and use the website to do so, but Ive already stated that I can't. So how do I get the new package that is available?

Here's hoping for a solution to this problem, which looking at this forum is not unique to me!!!

Cheers

[Carley_S]

Hi @BobChesh 

Welcome back to the community forums 

Sorry to hear you're having issues with downgrading your package. 

You are able to downgrade your package if choose to, to a slower speed. If any other services are removed such as TV or Landline, you might find that there is less discounts available as the more services active, the more eligible discounts there are.

Where have you seen the offer for M125 at £29 a month? Was this on your online account or was this on our website to sign up? 
If this was on our website, then the deal maybe for new customers only. As with all providers we've introductory offers for new customers, at the start of all of our customer’s time with us they'll have benefited from such a deal. Once expired, we'll do all we can to offer the best existing customer deal available.