I have been trying to cancel my package, and or renegotiate a downgrade, but since June 26th I have been unable to get through on the telephone. Furthermore, two weeks ago my landline stopped working. All of the online help keeps throwing up OOOPS messages so I am unable to receive the package I am paying for, nor cancel my contract. I think over the past month I must have spent more than 5 hours on hold. I am very frustrated. I have tried everything to make contact but I am thwarted at every turn .... Please help as I am at my wits end.
Sorry to see you are having problems either cancelling or downgrading your package.
If in the the upgrades and offers section you see an Oops something went wrong message, it's because you either already have a discount and the systems require an extra bit of manipulation by the agents to set up any new discounts, or because the package you are on is no longer sold and again requires the extra manipulation by agents to change the package.
Have you tried 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, butbest to call at 8am to avoid call queues.
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