Sorry, we’re unable to change your package online.
Is the message I get when I click on My upgrades and offers. Does everyone get this or am I doing something wrong?
It often happens.
You could try the text messaging service.
Just send a text with a description of regrade to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
You can also call 150 from your Virgin landline, or 0345 454 1111, but best to call at 8am to avoid call queues.