My contract has expired and while I've retained the Standard Bundle up until now, I'd like to remove the TV and Phone option, keeping only the Broadband. I also want to opt for a speed increase to M200.
No-one will answer me on the 150 phone number.
Please can anyone advise how to switch my package?
I'm sorry to hear you've been struggling to reach us over the phone. Sadly we are unable to help with package change requests from here, but if you pop us a text on 0753 305 1809 our team will be more than happy to help you further with any package changes you wish to make.
Let us know how you get on and if you need anything else.
Hi Corey - this is turning into a bit of a problem.
I think I need to make it clear that I've tried all the options so far suggested to me and none have solved my request.
1.The text messaging service has now twice offered me upgrades that cost more than I'm currently spending, and is unable to fulfil my original request to cancel my Phone and TV services, while reatining my Broadband.
2.The Retentions Team don't respond.
3.The Customer Relations Team don't respond either.
4. The number you suggested to call hangs up because it says it is too busy. I've called it repeatedly - it is always too busy.
Can you suggest a solution that actually works or is the best solution to raise it with Ofcom ?
VM come under CISAS in terms of 3rd party resolution, so if an issue gets to CISAS then whatever they rule is binding going forward and VM HAVE to comply with the ruling. I suspect in cases where VM are just being incompetent or wilfully obstructive, they won't allow things to get to where CISAS have to rule against them. Unfortunately they seem to assume that most customers/complainants will not follow the process through to completion so they can carry on treating their customers with contempt.
use text service - i wanted, just like you, take off tv/phone, was given few offers on current package, i was insisting on reducing services and been told in the end, that they can't do it and i need retentions team. i've asked to be transferred and they did, another long wait for respond, but retention team did reply in the end and resolved my issues