Forum Discussion

DHInamic's avatar
DHInamic
Joining in
4 days ago

House Move Cut Me Off Early with proof of chat

I am writing to formally raise a complaint regarding a serious service failure and account issue that has left me without internet access.

When arranging my home move, I made it very clear to your staff that I required uninterrupted service up to the 30th. I was assured repeatedly that my internet would remain active until then. Despite this, my connection was cut off the night before the agreed date, leaving me without service.

To make matters worse, my account has been migrated to a “new account” without my consent or explanation. This account is displaying an unexpected £140 charge alongside a “Preparing your property for installation” message. At no point was I advised of any installation or service move costs, and I did not agree to any new contract. If your staff have applied one, it is invalid as I have not signed or consented.

Further, I have since discovered on your own forums that there is a £20 self-install fee for moves – however, my property has never previously had Virgin Media installed, which appears to be the reason behind the £140 charge. 

I expect the following to be resolved immediately:

1.My internet connection restored and working first thing tomorrow, as originally promised.
2.The £140 charge removed in full (and any associated fees waived, as I was not informed in advance).
3.Written confirmation that no new contract has been applied to my account without my consent.
4.Removal of £20 self install fee for poor service offering.
5.Compensation for the disruption, misinformation, and stress caused by your failure to deliver the service as agreed.

I kept with Virgin Media because it was the easiest solution, but you're making it very difficult playing these stupid games, and if it carries on I'll be gone to BT. This is utterly appalling.

 

 

3 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    Your contract is tied to the address. When you move the contract is closed and a new one is started at the new address, for the remaining period.

    As for the charges, they sound irregular. I'll leave VM to explain. 

  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    4 days ago

    If your new property has never been cabled for VM then don't hold your breath that external work will be done on time, there seems to be many cases of delay.

    It is unlikely that your service will be restored at your old property.

    As for coming here, forum staff will not likely be able to help as the timescale is too short.

    You need to contact VM directly.


  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 days ago

    Hi DHInamic 👋 Welcome to the community forum! Thanks for taking the time to post, and share your recent experience of transferring services to a new address. 

    Sorry to hear about your experience, and that you are looking to raise a complaint. There's quite a few different issues you've mentioned so I will do my best to address a few points individually before I send you a PM to confirm a few details and help with the complaint itself. 

    1) An uninterrupted service when transferring from one property to another. Sadly this isn't possible. There is always a small period of time where services are disconnected are both addresses whilst we facilitate the transfer. We always do our best to keep this to a minimum, but sadly there's no way around it. Our help page 👉 https://www.virginmedia.com/help/moving-home also advises you need at least a day (24 hours) between disconnecting services at one property, and activating them at a new property. Sincerest apologies for any miscommunication regarding this, and for any frustration or inconvenience caused!

    2) In terms of any moving charges, there is a £20 charge for Moving & Transferring your services to a new address. I will help take a look at the billing after running through security with you via PM. However, I do have a hunch that the billing concern may be linked to your first bill on the new account. The first bill on any new account is always a double bill, as it includes charges for 1 months services in advance. You can read a bit more about this here. 👉  https://www.virginmedia.com/help/virgin-media-first-bill I will of course check this over and discuss the billing with you upon further review via PM. 

    3) The creation of a new account, and contract when transferring your services. When moving your services we transfer them to a new account. (Each account is linked directly with an address, and so we can't just change the address on the services account, your services themselves are transferred to the account at the new address.). This is the same with your contract information. This is also inherently linked with the address on the services account. However, we do ensure that any new contract generated then has the dates and price matched with that of the existing contract / account information on the address you are moving from. If we were unable to match the exact price of your original contract agreement, we will ensure there are hidden rolling credits in place to bring your total monthly cost down to match. If this isn't yet the case for you, I will facilitate this for you whilst discussing your complaint resolution terms. 

    4) Your complaint regarding your experience - I'd like to sincerely apologise for any confusion or incorrect information you have been provided throughout the process of moving. Moving forward, I hope you have an improved experience whilst I offer support to get this resolved. 

    Please keep an eye on your inbox 📩 in the top right corner of the page for a PM offering further support. We can return to this public thread with another update when possible. Thanks for your patience and co-operation in the meantime! 🌞