With regards to account/downgrade issues I am afraid they cannot be dealt with in the forum.
Due to the current situation there is a text message only service is available via: 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you.
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If your out of contract just call up if your not offered a good deal hand in your notice and your prob recive a call at thay point you can negotiate a good deal. It worked for me. Also have a look at what you want on virgin site so you know what the prices are pre calling.