Forum Discussion

paulschofield's avatar
paulschofield
Tuning in
31 days ago
Solved

Closed my account but virgin not available at my new address

Hi,

I have recently moved house and wanted to take virgin with me, but this isn't possible.

So, I have closed my account Oct 10th and had to send proof of my new address to have the early cancellation charges removed from my closed account.

I was told, I would get sent an email address to send this proof of address to, but had nothing.

Using this community I found the email address I needed to use which was mailto:homemovers@virginmedia.co.uk. I sent an email on Oct 13th but a still haven't had a return email, not even just an automatic one.

A payment is due out of my account on Oct 28th and I'm very reluctant to leave this payment go, especially reading other messages on this community.

Any help would be appreciated.

Regards

Paul

  • Tom_W1's avatar
    Tom_W1
    31 days ago

    Hi paulschofield thanks for your post although we're sorry you're having issues contacting the Home Movers team. 

    It is true that replies can be up to 14 days for the team, but if you haven't had a response from them then please let us know as soon as possible so we can try to intervene.

    Many thanks

9 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    31 days ago

    Hi Paul,

    I hope you are settling into your new home.

    Looking at previous forum posts relating to interactions with the home movers team, there isn't an automated email set up to confirm receipt of emails.  It can actually take up to 14 days to receive a reply.

    • paulschofield's avatar
      paulschofield
      Tuning in
      31 days ago

      Thanks for your reply. It's a bit rubbish that there is no confirmation of your proof. There is a limited time for this to be processed and if it takes up to 14 days, then it doesn't give much time left.

      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        31 days ago

        Hi paulschofield thanks for your post although we're sorry you're having issues contacting the Home Movers team. 

        It is true that replies can be up to 14 days for the team, but if you haven't had a response from them then please let us know as soon as possible so we can try to intervene.

        Many thanks

  • paulschofield's avatar
    paulschofield
    Tuning in
    22 days ago

    Thanks for your help. This has been processed exactly 14 days since sending the email. 

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

      Hello Paul.

      Just a quick message to see if you were able to get this looked into with my colleague?

      Gareth_L