Mates rates

[jonene]

I'm an ex- Virgin Media employee moving from my rates to mates rates. I'm trying to find out what my new monthly rate will be when I move onto mates rates, but of course customer services are not able help me.

A contact number or email address for either the mates rates or my rates teams would be good.  And no, the 0345 454 1111 number is no help as they have no clue about this.  Also, I was given an 0800 number in a chat session which was no longer in use and referred me back to the 0345 number 🙄

[newapollo]

@droffats 

Have you tried calling 0800 052 2191 (myrates team)?

[User_1234]

Any further information on this. 

I've contacted the myrates team and they couldn't help as they said they could only help with Mobile deals and not broadband.

Is it really this difficult to get access to this piece of information?

[Joseph_B]

Hey @User_1234,

Welcome to the Community Forums and thanks for the post.

With regards to your package, as we cannot make any package changes here on the Forums, we would advise you reach out and speak to our team on 150 from any Virgin phone or 0345 454 1111,  they will be able to clear up what's happening with your account for you.

Hope this helps. Joe

[User_1234]

I don't want to make changes to my package I just want to find out the price of my current package once it changes from MyRates to MatesRates, like the other people have asked in this thread.

[Kath_F]

Hi User_1234, 

Thanks for coming back to us on this. Before the change is made you will be contacted by a member of the Mates Rates team who will then give you information on the available packages at the time. 

We are unable to give you information regarding the change of package from My Rates to Mates Rates and this includes any price change. 

Apologies. 

[User_1234]

Hi @Kath_F

The letter I received didn't state that I would receive a call, and that the change would happen straight away. This makes me sceptical as to if I will receive a call from the team at all and the change will be applied without me knowing the price change

[Daniel_Et]

Hi @User_1234, thank you for your response.

We understand your concerns. In order to give you further assurances on this, we'll send you a private message on here. Look out for the purple envelope in the top right-hand corner.

Regards,

Daniel

[User_1234]

This issue still hasn't been resolved on my side. Still in the dark about a lot of information

[derekoharrow]

I'm just starting to go through this same process. Got the letter.

Chatting with customer care as I don't want to spend over £112 per month so am looking to remove the TV and phone and just have the broadband, but all they can offer me is packages that are more expensive than on the website and they say they cannot do Mates Rates.

Can someone from the Forum Team confirm if we can change the package to a broadband only deal and still get Mates Rates? And if so, how do I go about this?

[User_1234]

I received a phone call from the Executive team stating they would look into it and then when it came to change the package to email them back, which I did and since then there has been total silence on their end.