Menu
Reply
Highlighted
  • 3
  • 1
  • 0
simonedmo87
Tuning in
502 Views
Message 1 of 5
Flag for a moderator

Downgrading - Account Specialist

Been trying for about 3 days to reduce my TV/Phone/Broadband package to broadband only, keep having to explain myself to offshore handlers, who don't quite understand what i am saying half the time (i am from Liverpool), keep being told they cannot do what i want (i selected the option to leave/downgrade/cancel etc etc, so why do i get through to someone who cannot help?)

Apparently i need to speak to these mythical "account specialists", but there is a 60 minute wait, and then 2 days later a 55 minute wait

who is paying for these extra few days i am stuck with an massive bill that i am trying to reduce, i doubt VM will be paying it!

I don't get why it is so difficult to amend my package, surely everyone cannot go through this

I am already annoyed enough as VM seem to be the only provider for my new build estate and have me held to ransom (i think they know this too somehow, as i have got absolutely nowhere when trying to ask for a better deal on the lot), i wanted to leave entirely but the idea of max 6-10mb broadband from other providers has forced me to stay with VM, however downgrading to broadband only seems impossible

anyone got any advice?

0 Kudos
Reply
  • 8.68K
  • 890
  • 1.35K
jbrennand
Alessandro Volta
494 Views
Message 2 of 5
Flag for a moderator

Re: Downgrading - Account Specialist

Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm. The best time to call though will be between 9-10 when you will usually get a UK call centre who’s staff are more informed and helpful. Tell them you are thinking of leaving for Sky/BT because of the costs - and they will try and sort it for you (as it’s their job to keep customers).

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 3
  • 1
  • 0
simonedmo87
Tuning in
480 Views
Message 3 of 5
Flag for a moderator
Helpful Answer

Re: Downgrading - Account Specialist

that's the number/option i went through to to begin with

suppose il just have to sit and wait when i get home from work and lose out on the only hour a day i get to spend with my son

0 Kudos
Reply
  • 3
  • 1
  • 0
simonedmo87
Tuning in
450 Views
Message 4 of 5
Flag for a moderator

Re: Downgrading - Account Specialist

Just got hung up on after 1 hour 47 mins on hold. Thanks virgin

0D5B5AF3-CBC1-48A4-9EEB-9639C3395170.png

 

0 Kudos
Reply
  • 1.08K
  • 63
  • 87
Forum Team
Forum Team
415 Views
Message 5 of 5
Flag for a moderator

Re: Downgrading - Account Specialist

Hi simonedmo87,

 

Thanks for your post and welcome to the community.

 

I'm really sorry to hear that you've had this experience with our team when trying to negotiate your package price. It's not what we'd expect at all.

 

I hope you have since been able to sort out your package by speaking to the team?

 

Thanks

 

Melissa 

0 Kudos
Reply