Forum Discussion

leepakust's avatar
leepakust
Joining in
22 days ago

Can not renew/cancel servies after moving house

I have a 18 months contract and have requested move house

After requested house, my original address contract suddenly canceled and created a new contract for new house.

then the problems is I found that the old address contract and account have been deleted, 

and the new address account have to use another email to created a new online VM account,

After created the new VM account, then can login and see the new contract and the new contract end date is 31 April 2025, but it only show "Trach order" and not able to see any bill or any thing , and can not set any memorable password

then I have try to use online chat or phone call services to see can renew contract or cancel contract, every one also said that I need a memorable password to continues process, if no, can not

Now I am in a dead loop, I can not able to set my memorable password for security check for renew/cancel contract, and crossed different department / channels also need me provide memorable password.

Now I feel very upsad which no one can help and stuck in this situation. 

it is so unfixable and cause me so trouble that can not renew or cancel contract...everything wrong...

1 Reply

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    22 days ago

    Hi leepakust 

    Thanks for posting and welcome to the community. Sorry to hear of this experience.

    A House Move will create a new account but unless agreed, everything stays the same aside from the account number itself. 

    The online account, will need to be moved over seperately however.

    I'll send you a PM now to assist further.