Forum Discussion

zsolti900's avatar
zsolti900
Tuning in
23 days ago

Contract Automatically Renewed Without Notification After Moving Home

Hi everyone,

I'm hoping someone here can help or share advice.

I recently discovered that my Virgin Media contract was automatically renewed for another 18 months without my knowledge or consent. I moved home last year, and at no point was I informed that my contract would restart, I also ahvent received any new contract to my email address, also its not visible in my virgin account. There were no changes to my package, and I was never notified about a new contract starting. I havent signed or agreed anything.

Every time I spoke to someone from Virgin Media, whether by chat or phone, they insisted that the contract restarted because of the move last year.

BUT!!!

However, I still have my original contract which clearly states the end date as June 2025, and there is nothing in it about the contract restarting upon moving. In fact, when my contract expired in June 2025, Virgin started charging me the higher out-of-contract rate, which contradicts the claim that I was in a new contract. Why i should pay an out-of-contract rate if my contract is renewed?

From what I’ve seen, it looks like this has happened to lot of people here.
What can be done in a case like this? Has anyone managed to resolve a similar situation?

Thanks in advance!

bill
bills
contract
contracts
home
move
Renew
sign

5 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    23 days ago

    Moving house should be a "Move and Transfer" whereby you take all your existing kit and simply plug it all in at the new house.  There should be no changes to your existing contract, apart from the account at the previous property is closed and a new account opened.  This is done as accounts are tied to an address. 

    Hopefully a VM Mod will pick this up in a day or two and discuss directly with you and get this sorted.

    • zsolti900's avatar
      zsolti900
      Tuning in
      18 days ago

      Yes, John from Virgin Media contacted me, I verified my details, he promised on Wednesday by end of the day my account will show the correct amount, and all unjustified bills will be removed from my account.

      Also on phone has been promised by a different person, this amount will be removed from my account. 

      Since then, nothing changed. I tried to get some update, but John ghosting me, no update, no answer. I can still see on my account a £444.76 disconnection fee.

      So I needed to contact my bank to remove/cancel a direct debit and send an email Virgin Media, to remove it and notify them, the direct debit is cancelled until its not sorted.

      Until this bill is under investigation, Virgin Media cannot ask to pay, also they cannot add extra on top of this bill.

      Next step is send all evidence to Ombudsman, so they can help investigate this issue with Virgin Media.

      I will come back with an update later.

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

    Hi zsolti900 

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

    If you're paying extra, this means the contract was automatically amended for you.

    I'll send you a PM now to check.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    18 days ago

    The Ombudsman will only look at the case after you have a complaint open for 8 weeks I believe?  Or at least that's my understanding of the procedure.

    • zsolti900's avatar
      zsolti900
      Tuning in
      18 days ago

      You're right — the Ombudsman usually only gets involved after 8 weeks have passed since a formal complaint was submitted and the issue remains unresolved.

      But here’s how it works in more detail, and why it’s still worth starting the complaint as soon as possible:

      How the process works:

      The 8-week rule applies if Virgin Media doesn’t resolve your complaint or issue a final response (also called a “deadlock letter”).

      If they send a deadlock letter sooner, you don’t have to wait the full 8 weeks — you can escalate immediately to the Ombudsman.

      You don’t need a lawyer, and the whole CISAS process is completely free for customers.

      Benefits for you as a customer:

      Once you file a formal complaint, Virgin Media should not charge or pursue disputed amounts until the complaint is resolved.

      You can refuse to pay a disputed charge during the investigation, as long as you clearly stated in writing that the amount is under dispute.

      No late fees or interest should be added while the case is open.

      If CISAS finds in your favour, Virgin may be required to cancel charges, issue refunds, or even compensate you.

      So the earlier you file the complaint, the sooner the 8-week period starts and you're protected from forced payment while it's under investigation. If you haven’t submitted a formal complaint yet, it’s definitely worth doing so as your first step.

      Hope that helps clarify things!