Virgin Media Community

[SteveBrett]

• Hi, I have received a mail about my mobile phone package which is on a My Rates / Mates Rates package. It is offering me an upgrade to the package for a small monthly price increase. I want to take this upgrade, but when calling the number in the mail - 0345 600 0789 - I get through to agents who know nothing about mates rates packages or upgrades and can only offer me full priced packages. I really do not want to lose my current discount and I am concerned that any change made to my package by one of these agents may impact the package going forwards. I have seen other similar posts where VM responses have been given asking the poster to private message a copy of the email to a moderator for the upgrade to be processed. I am happy to do this if it will result in the upgrade being applied, without impacting my current discounts. Please can someone help. Thanks.

[Matthew_ML]

Hey SteveBrett, thank you for reaching out and I am sorry to hear you are having some issues upgrading.

Since the 1st Jan 2023 My Rates has been discontinued and replaced with the O2 staff sim deal. 

If you are currently on a My Rates deal you will not lose the discount however if you made any changes you would lose this, so for example in your case if you wanted to upgrade you would be paying the price on the letter and discount would be lost. Thanks 

[SteveBrett]

Hi Matt, the e mail i received is dated 14/3/23 and yes the price quoted in the mail is the price i am happy to pay. Can i send you the mail please.

[Matthew_ML]

No problem at all, I will send you a PM and look to see what we can do for you.

Please look out for the purple envelope. Thanks