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bikerz
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if you can't get through customer services...

use text service - 07533 051 809

they will respond, if not straight away, bit later, but they will:

- if you want upgrade, they will action it as normal

- if you want downgrade or cancel, they will try to give you better deal on current package, then to say they can't downgrade if you still insist on it - they will transfer you to 'customer relations and retentions' team. another wait, but they will come back to you 100%, just like they did to me this morning

if you are sure to downgrade or cancel - ask straight away to be transferred to customer relations and retentions team, as said you will wait a bit, but they will answer eventually.

hope that helps ppl

Crofty1118
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Re: if you can't get through customer services...

Cheers will give us go 👍

Cols277
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Re: if you can't get through customer services...

I finally got through to someone and surprise surprise I have to pay for another month as they have no record of the chat to cancel.  Just another way to make you pay extra.  

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bikerz
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Re: if you can't get through customer services...

naughty of them...on text service at least go it in writing. online chats can be exported as well although not sure if you can do it with virgin

Workerant
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Re: if you can't get through customer services...

Thanks for that. I did get through to retentions last year but I wonder why I have to repeat this charade every year?

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1979Damian
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Re: if you can't get through customer services...


@Workerant wrote:

Thanks for that. I did get through to retentions last year but I wonder why I have to repeat this charade every year?


It's the same principle as insurance companies, a judgement call/calculation is made as to how many customers will just let their contract lapse and just pay the increased amount, versus the (I suspect much smaller group) of customers who always make sure they sort out a new deal or leave.

bikerz
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Re: if you can't get through customer services...

yeah, i guess

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Workerant
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Re: if you can't get through customer services...

Many thanks. This worked.

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yarfik
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Re: if you can't get through customer services...

used to get threw quite easily p now they have renoved it

as i cannot get on what so ever

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