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Stark13uk
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Remove a service via live chat

Can someone explain to me why everytime I click to remove a service on the live chat feature not one agent is available. However if I select the upgrade option agents are there within seconds? They refer you to call the number however what is the point in having that option? 

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jb66
Alessandro Volta
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Re: Remove a service via live chat

I imagine its because they make money usually from upgrading and not from downgrading therefore there in an incentive for virgin to prioritise that type of chat

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Forum Team
Forum Team
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Re: Remove a service via live chat

Hi Stark13uk,

Thanks for your post.

Very sorry to hear you have been having trouble downgrading your service. We would always encourage customers to call us if they choose to downgrade as the team are able to discuss other options and offers available. 

If you would like to downgrade your package, you can speak to the team on 150 / 0345 454 1111 option 1, option 1 then option 4, this will take you through to our customer services team and they will be more than happy to help.  

Thanks

Lindsey_C

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