Package Change?

[MickyD84]

Like everyone at the moment looking to save a few £ here and there, I have been looking at our package. We are out of contract (have been for ages tbh) and thought maybe we could get a nice deal if we signed up again. We are paying £104.95 a month, and 150 managed to get me the same package (less the Kids channels) on an 18 month contract at £98. WOW !! lol, was expecting a little more.

Why doesnt the package change feature on the Virgin website let you 'ACTUALLY' change your package, rather than just upgrade to pay more money. Not a great customer service feature really.

Anway I have found a website called Is My Bill Fair, and they seem to be able to offer me the same things at £80 per month for 18 months. Yes please I would sign up for that. Why couldnt Virgin themselves offer this?

[jb66]

I imagine from a business perspective there is no advantage to let customers downgrade and save money easily 

[japitts]

VM's self-service options have always been fine for adding services, not so much removing & downgrading. Add into that, that promotional discount codes used by VM retentions are not always straightforward, and the advice always has been to call in to renegotiate your package.

And extensive advice on this forum is to always go into that negotiation armed with facts & figures from alternative providers.

[MickyD84]

Other than allowing people to self manage their own accounts, and thus perhaps keeping that customer while they are having a hard time money wise?

But there is no benefit in being a loyal customer, which is just a crazy setup anyway. And yes I am aware its the same everywhere. That's part of the reason insurance rules changed at the start of the year.

[MickyD84]

I was armed with facts and figures, but VM said they couldn't do any better.

New Customers only. Lol.

[Hayley_S]

Hello @MickyD84,

Welcome back, thanks for posting.

I am sorry for the issues with your package, we do not normally deal with package related issues on this platform. 

However, I can see that you have been trying to sort this out for sometime. We would not be able to offer you a new customer deal, but we can see what we can offer. If you are happy for me to do this let me know, then I will invite you for a private chat. Please do not send me one beforehand.

Many thanks,

[MickyD84]

Hi Hayley

Yes I would be happy if you can see what can be done, thank you.

[Hayley_S]

Hello @MickyD84,

Thank you for coming back.

I will send you a private message now, so I can help you further.

Many thanks,

[Hayley_S]

Hello @MickyD84,

Thank you for chatting with me in a private message.

I am glad we managed to arrange something more suited to you!

If you ever need anything again, please do let us know.

Many thanks,

[MickyD84]

Hi Hayley, thank you again for helping to get this sorted out for me.

As always you and your colleagues on this forum/community are super helpful, and it is very much appreciated.

Thank you.