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I once downgraded my Virgin package, the online support was helpful and let me know which department to ask for and exactly what to request. Once on the phone I

I once downgraded my Virgin package, the online support was helpful and let me know which department to ask for and exactly what to request. Once on the phone I think I was forwarded on about 3 times before I got the right person. From that point on it was really painless. I think it took about 20 minutes in total? All I wanted to do was drop down to the lowest speed package and stop paying for the landline phone service I was never going to use. I now have the opposite problem, I'd like to upgrade my package and get a higher uplink speed, but the website just throws a generic error if I try to view upgrades available to my account. I'm not bothered enough to pick up the phone yet.

dylan604 6y ago
It's sad that 20 minutes out of your day is what qualifies as painless in this regard. The phone companies/ISPs are like cats training their owners to just accept the way things are.
- amiga-workbench 6y ago
  Compared to what they could have put me through, yeah it was painless. I should be able to completely manage my account on-line, including changing packages or updating payment details. I imagine they don't offer such functionality because they're making quite a bit of money off of people who would downgrade or quit if they had an easier way of doing it. Outside of regulation forcing their hand, I don't ever see a company making this sort of thing easier.