Please explain why i habe a services restricted message

[Dave6018]

So why does it show services restricted when I log into my app? My direct debit date is the 28th, which was yesterday. Since it was the weekend, you didn't take the direct debit because it's not a working day, yet today my direct debit has gone out fine. Could someone please explain why I have a service restricted message? Are your systems really that poor it cant work out a weekend? I have never noticed this before, and trying to get through to speak to someone is impossible. All I get are links texted to me, which are no use, and then the call ends.

[Sabrina_B]

Hi @Dave6018 👋.

Thanks for reaching out to us, apologies for the issues that you area having with the messages stating restricted services. I can see that you are in a private message with a colleague, they will be able to address all your issues and concerns.

Many thanks.

Sabrina

[Dave6018]

Well, I still have the message. My services are fine, but I had a message from Netflix saying they are unable to downgrade my services. Is this because I am reluctantly leaving Virgin Media in the next two weeks? 

[David_Bn]

Hi @Dave6018, you should still be able to make alterations to the Netflix account as this is held with them, and simply billed via Virgin Media.

Have you reached out to Netflix directly to discuss the possible downgrading of their service?

Thanks,

David_Bn

[Dave6018]

Hi,

Well, I'm leaving Virgin Media in about 13 days. It's disappointing that Virgin prioritizes new customers over existing customers by up to 30%.

The other concerning issue with Virgin Media is the outbound retention team contacting me multiple times after I've requested not to be contacted. How would you feel if it were your elderly parents being harassed? So, I raised this matter with the executive team, who gave me the usual speech that it would be relayed to their managers. I don't think that's acceptable, so now my plan is to submit a Subject Access Request (SAR) for all outbound calls to my account, including recordings and screenshots. Then, I'll wait for my deadlock letter and pursue the matter with the ombudsman.

[Ashleigh_C]

I'm so sorry to hear that this has happened @Dave6018  and I can fully understand and appreciate your disappointment. 

Have you changed your marketing preferences in the My Virgin Media app to opt out of marketing calls? 

[Dave6018]

I'm sorry, have you checked your marketing preferences? You don't seem to be able to opt out of phone calls. Secondly, what difference does it make? I asked two agents to put "do not call" on my account, and yet I still get phone calls. 

[Ashleigh_C]

Thank you for popping back @Dave6018 you are able to opt out of marketing calls via your preferences in My Virgin Media.

You can request that your details are erased from our marketing list, using the link here.

I can also see you are in a PM currently with a member of your team who will assist further.