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Spent over 90 mins on messenger trying downgrade my package. I no longer want TV. After unsuccessfully trying to get me to change my TV package, was then told I had to be transferred to customer relations to cancel my TV. This is not how you retain customers VM. You make it  impossible to downgrade; trapping customers in unsuitable packages does nothing for retention. If this issue is not resolved I will cancel the entire package and go elsewhere. Changing your VM package should not feel like Escape from Stalag Luft. 

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Re: complaint

Hi McTesty,

The messenger service rarely works unless you are using a PC.

Basically you have two options, you can either try regrade or thinking of leaving us if trying to downgrade your package.

You could try the text messaging service. Just send  a text with a description of regrade (or cancellations if you wish to go by that route) 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 a Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) or options 1,1,4 and 4 (thinking of leaving us)  but best to call at 8am to avoid call queues

Speaking to retentions (thinking of leaving us) should allow you to renegotiate your current package.


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

I'm just a normal customer here to share my knowledge, I don't work for Virgin Media.

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