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natty88's avatar
natty88
Just joined
2 months ago
Solved

Contract length

Can anyone help me? I have recently moved house and took my virgin media with me. I was made aware that I had to pay a £20 fee which I agreed to but I was told because I was just moving address and not changing my package that it would just continue. Upon moving and being re activated via an engineer, it turns out that virgin media have ended my previous contract  and started another one. The previous one was supposed to end in Feb 2026 but it has been changed to October 2026, however the discount I was receiving is ending in Feb 2026. Also have been charged £71 for 'changes' even though I didn't change anything at all. Is there anyone that can help as I can't get through to talk to anyone via the number online. 

 

  • David_Bn's avatar
    David_Bn
    2 months ago

    Thanks for reaching out to us natty88, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues experienced with the new contract being issued upon moving into your new home.

    We would advise that the previous agreement in terms of content, length and monthly price should remain the same and therefore not begin a new term - unless you were in a monthly rolling agreement at the former property.

    The so called "Changes" you refer to would usually be a simple case of the account being started at the new address - in recognition of the move (or I suppose "Change") that's taken place, but happy to look into this with you to confirm that this is indeed the case on your account.

    Check out the envelope in the top right hand corner for a private message from me and we'll go through both the former and active account.

    Thanks

    David_Bn

3 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    VM have form for this. When you move house you get a new contract, but only to continue the same contract period. 

    This applies UNLESS you change the service in any way, in which case a new full contract length will start. Are you certain that no changes have been made? 

    In cases like this, VM forum staff have in the past been able to assist with getting the situation corrected. Hopefully one of them will pick this up eventually and be able to help you. 

  • natty88's avatar
    natty88
    Just joined
    2 months ago

    Honestly I made no changes. I had Internet and phone line that's it and I didn't change the package I had in anyway. Just moved to a new address. It's stressing me out tbh. Thank you for replying

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 months ago

    Thanks for reaching out to us natty88, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues experienced with the new contract being issued upon moving into your new home.

    We would advise that the previous agreement in terms of content, length and monthly price should remain the same and therefore not begin a new term - unless you were in a monthly rolling agreement at the former property.

    The so called "Changes" you refer to would usually be a simple case of the account being started at the new address - in recognition of the move (or I suppose "Change") that's taken place, but happy to look into this with you to confirm that this is indeed the case on your account.

    Check out the envelope in the top right hand corner for a private message from me and we'll go through both the former and active account.

    Thanks

    David_Bn