Home Move - Virgin Media signed me up to a new contract without my consent

Good afternoon, hope this is ok to jump on this post as I too have the same problem! Sadly, this appears to be a common practice, one that is awfully predatory. 

I submitted a request on the 17th Dec via the website to move my existing service to a new property. I took out my contract on 8th Nov 2024 for a duration of 18 months, meaning my contract is supposed to end on the 7th May 2026. I also called and spoke to customer services on 18th Dec to confirm the contract end date, which was confirmed as 7th May 2026 and declined to start a new contract. My old property was disconnected on 21st Dec 2025 and new one up and running on 22nd Dec 2025. I did not change my package, just the address. 

Today I discovered that VM have started a new 18-month contract at my new address, paying a lot more than I would have ever agreed after the promotional period is over (in May 2026). All of this was done without my consent!! I called your customer services and was then transferred to the home movers line, only to be told I need to pay a disconnection fee of over £1000 because VM put me on a new contract without my consent. The lady I spoke to, although polite, was absolutely useless and sadly I have no faith that she will resolve this for me. Seeing as various people have had this exact same problem, I thought it would be worth a shot to reach out via here for assistance. All I want is for VM to honour my initial contract, which should be expiring in May 2026. 

Thanks in advance,

Victoria 

Hi VS2332 👋

We are sorry to hear you have been through extra trouble when taking our services to your new property. Thank you for flagging this to us. We will be sending you a PM to discuss this further 🙂

You do actually get a new contract when you move home as a contract is tied to an address. What VM should do is move all the dates and items from the old contract to the new one but, they certainly seem unable to do this in many cases like yours.