How accurate is the "Change my Package" page when trying to update packages (out of contract)

[namke]

What with one thing and another, I've been unable to sort out properly reviewing my VM contract (we're paying far too much, but that has been the least of our worries). Anyway, today I went to the "Change My Package" page offering me a contract approx £20 a month lower, but raises a number of questions:

1. No matter which options I choose, the price remains the same (no matter how many TV packages I add, or how high the broadband speed), so I immediately don't trust it!
2. When looking at the "My Current Package" section, it's wrong! The TV package showing is TV Essentials, which has far fewer channels than our current 'Mix TV' package, it's also showing the TV 360 when we have an ancient TiVO device.

Unfortunately the hours that I work don't allow me to sit for ages waiting on customer services, so the online option would be great — if I could only trust it!

Can the online form be trusted? Should I just max everything out for apparently the same price? Or is VM going to pot, and I should go somewhere cheaper 🤔

[Carley_S]

Hi @namke 

Welcome back to the community forums. 
Sorry to hear of your confusion with the Change My Package page on your online account. 
If you would like the team to take a look at your recontracting offers, you'll need to contact us on 0345 454 1111 / 150 or SMS via WhatsApp on 07305 327 112 our team will be more than happy to assist further. They will ensure that you're on the best possible deal for your package.

You can also speak to the team via live chat from the online account if you prefer. 

[twicezero]

Yes, gods, its bad, right! I have had the same experience, out of contact and wanted to get a new one - the price quoted on the page makes no sense based on the options selected. 

I don't want to sit on in a phone queue for ages, so either I max out all the options and see what happens, or stay off contact and wait for openreach to finish their work in my area... 

[Derek918]

@Carley_S, looks like you didn't read an important paragraph that namke wrote.

 "Unfortunately the hours that I work don't allow me to sit for ages waiting on customer services, so the online option would be great — if I could only trust it!"

[Akua_A · Accepted solution]

Hi @Derek918 

Sorry to hear you may be experiencing a similar issue. As an alternative to calling, please try our WhatsApp messenger team at +447305 327 112. Our team there can best advise on current deals and discounts.

Thanks,

[namke]

Thanks all. I'll give the WhatsApp route a go.

Wish me luck…

🤣

[Steven_L]

We hope that you can get your package issues resolved namke and please let us know how it goes, when you speak to the team 👍

Kind Regards,

Steven_L

[twicezero]

Yeah, good luck. Do let us other virgin sufferers know what happens and if we should try that route also

[Kain_W]

Thanks for getting back to us twicezero,

To clarify on your matter have you been able to get through to the team as of yet?
Regards,

[namke]

Yes, all sorted

Last night's conversation was not so great — offering a mere £3 off the monthly bill, so I was referred elsewhere. This morning I was messaged just before 8AM asking if I was still in need of assistance, and I had a series of messages with April (IIRC), and I am now signed up for a new 18 month contract, more-or-less the same as I was on, but with a new TV 360 box, and for £30 a month less.

So yes, I think it was a good expereince — consider the WhatsApp route recommended!