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downgrading my service

Joining in

how on earth do I return a box and have my bill reduced accordingly?

We moved house on 14th April and had engineer booked for 15th to reconnect our services at new address.

However when engineer arrived to reconnect he found that we could only utilise 2 out of our 3 original boxes.

He posted his findings on his VM job report and I requested a returns box for the unusable STB however my1st bill at new address still includes all 3 boxes I complained via VM complaints procedure and have a reply stating that I need to downgrade via VM Customer Services Live Chat but no matter what links I follow I can't get to a Live Chat to request downgrade of service.


Can anyone provide a direct link where I can access Live Chat as I'm going around in circles.

Also no returns box has been received so unusable STB is destined for bin pretty soon.


Very Insightful Person
Very Insightful Person

Hi @spotwhite 

I hope you're now settled in your new property.

An unusable STB would usually be swapped out for one that can work.  Which STB is it, and why is it unusable?

You could contact regrades to negotiate a new deal and also the removal of the non working STB set top box if you no longer want a third box.  If you do still want to use a third box then they can organise a replacement.

The quickest contact method is by calling either 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

If you don't want to be tied up on the phone you could also you can text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112.This often takes 4-6 hours- phone calls take priority.

Have you tried logging into /my-virgin-media ?

Once signed in go to the Upgrade Package section and click on 'Find out more' , this may show any current offers available for you, but will also have a clickable 'Chat to us now' link which will open an online messenger chat window where you can discuss your downgrade options. Again it's slower than calling up.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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