General : Q; How long for a package change to take effect?

[marlot]

With the recent price rise, I decided to reduce my package. I spoke with retentions and have agreed a new package, which includes dropping the TV from XL to M+. The broadband is going from 20Mb to 30Mb.

This was a few days ago. The superhub is due to arrive at the weekend.

I had a few emails through about the superhub etc, but nothing about changing the package and my new monthly bill.

When I log in, my package is still showing as 20Mb and XL.

Will it change in a few days, or has the retentions person forgotten to do something?

[Stuart]

I don't know how long it takes to drop a package, but upgrading only takes a few minutes, maybe a couple of hours. I can't think of any technical reason why it would take longer to go down a package.

I would suggest you phone Virgin and see what has happened. You might need to speak to retentions again.

[Kabaal]

Might not change until your current billing month is up. Because it's paid a month in advance you've already paid for this months XL TV for example.

[geordiechris]

With you getting a new router then your new package should start the day that your new router is activated. That's what happened with me when I changed package and received new equipment.

[theone2k10]

Originally Posted by geordiechris

With you getting a new router them your new package should start the day that your new router is activated. That's what happened with me when I changed package and received new equipment.

This. When i upgraded from 30mb to 60mb they sent me the Superhub 2 (for £20 lol) my new package wasn't activated until i'd activated the new router.

[eljay]

A word of warning.

I recently dropped evrything on my VIP package, just retaining the Broadband. So no new equipment just a change to an existing line.

It took me 4 phone calls to get the new billing and the bill applicable at the time of cancellation correct.

Call 1 - was to get the cut - off date correct. I gave 30 days notice and they tried to make it 44 "as it fitted neatly in with my exisiting payment date".

Call 2 - was to query an email advising me that my new "package" would be costing me £130+ per month (compared to the £106.20 I was paying. Turned out someone had incorrectly inputted the changes on the system.

Call 3 - received the correct £37-50 rate for the BB but again they based the other final charges against the wrong date. Took 45 minutes but told everything was resolved.

Call 4 - Receive another email telling me the 120meg BB was going to be £49.50 a month. After speaking to several people they confirmed they had not applied a discount code. Funny as the on-line prices is £37-50.

Not saying this occurs all the time but similar things also happened when I upgraded a couple of years ago.

Just to add to my gall I then received a letter telling me of the £4.95 price rise on my VIP package. Six days after the package had been changed.

Make sure you check everything they tell you. A degree in accountancy would probably help as well.

Originally Posted by theone2k10

This. When i upgraded from 30mb to 60mb they sent me the Superhub 2 (for £20 lol) my new package wasn't activated until i'd activated the new router.

Crazy thing today been changing my packages around and got the same response about not activated until I activate the new SH2, the thing I am confused about is in addition I asked to them to remove sky sports pack, surely that is irrelevant requiring this to be remove only after router activation

[spiderplant]

Originally Posted by mhatter67

Crazy thing today been changing my packages around and got the same response about not activated until I activate the new SH2, the thing I am confused about is in addition I asked to them to remove sky sports pack, surely that is irrelevant requiring this to be remove only after router activation

It's just the way the billing system works. Multiple changes get done together.

Originally Posted by spiderplant

It's just the way the billing system works. Multiple changes get done together.

Thanks SP as usual, least I will be able to watch Sky sports for a few more days, then I will have the lovely saving of £495 per year

[marlot]

THanks folks. Superhub is due to arrive Saturday so it sounds like my channels will change then

[fudge]

I did same thing, reduced tv from xl to m. This was done the very same day as I phoned. It took 2 days to change on my account . As I changed before month was up I got money for that month refunded to me.

[marlot]

Just to report back. My superhub arrived late yesterday, and after I activated it the TV channels moved to the M+ package.

I just need to make sure the billing is correct.

Thanks for your help everyone.