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Help! Signed up to new package I did not consent to

Joining in


I recently signed up to a o2 12 month sim-only plan. As part of that, they were supposed to give me double data.

When I queried this with o2, they have instead signed me up to a new home broadband contract from 125mb to 250mb and my bill has shot up from £46 to £64!
I did not agree to this and getting through to someone is a headache. Can someone help me out to cancel this please? It's been 2 days since this happened


Very Insightful Person
Very Insightful Person

Hi anon11 

The forum team don't have access to the /regrade/cancellation systems.

The quickest contact method is by calling either 150 from a VM phone, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.  Select option 4 retentions (thinking of leaving) and they can cancel the new contract and place you back on the old one, and give you the opportuinty to negotiate a new deal. They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

You can also speak to the team on WhatsApp on 0730 532 7112 but this method can take 4 to 6 hours as phone calls take priority..

You could try the live messenger chat 

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi @anon11 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with a package that was changed unknowingly. So that we can assist you with this, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.