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Swinefingers's avatar
Swinefingers
Joining in
6 days ago

House move hassle...

I hope someone might please assist…

I have had two long telephone calls with Virgin Media staff whom, despite being eager to assist, weren’t the most easy to understand due to language barriers.

I’m moving house and have tried to try and arrange a transfer of my current package: 
            TV (TiVO monthly free; and Mixit TV)
            M125 Broadband + Discount
            + Telephone line rental;
            + Talk weekends;
            + Triple Bundle
Which comes with a monthly billing = £46.51 (including £15.50 discount) but due to increase by 7.5% soon.

I believe I have 13 months remaining on this contract.

However, I logged into my Virgin Media account today to be informed that my account has changed. I now have a new account number. And, it seems a new package. Both the TV and telephone components of my ‘bundle’ have vanished.

Furthermore, to add injury to insult, I have received an email suggesting I've entered into a new contract; a charge of £20 applies for moving; my first bill will be £215.99; and that my regular bill thereafter will be £105.00 a month.

As a matter of urgency (and before I cancel Virgin Media completely given my experience of late), please can a VM representative please explain why my TV (TiVO monthly free; Mixit TV), Broadband (+ Discount + M125 Broadband) and Telephone: (+ Telephone line rental; + Talk weekends; + Triple Bundle) have disappeared, why my bill has increased and why, after 20+ years with Virgin, I am being treated like a new customer on a new contract?

Any help would be greatly appreciated.
Thanks.

Changed package
contract incorrect
house
increased bill
moving in
movingout
transfer

3 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 days ago

    You will be given a new contract for the new address, but it should be under the same terms for the remainder of the existing one. However it seems common for VM to try and tie movers into new expensive contracts that they haven't signed up for. 

    If a VM person doesn't pick this up and offer to help, you will need to make a formal complaint. 

  • goslow's avatar
    goslow
    Alessandro Volta
    6 days ago

    You would expect to get a new account number at a new address. But your intention was clear that you simply wanted to move your existing package/minimum term and continue with that in your new home.

    AIUI, that should be a £20 moving/admin fee and you would continue with what you had before until your existing minimum term expired.

    Had you chosen to change your package in some way during the move that would have brought about a new contract/minimum term.

    We see regular topics on here where an 'enthusiastic' sales agent starts a new (unwanted) contract/minimum term during a home move.

    If you need to collect evidence of what you requested, do that via a DSAR

    https://www.virginmedia.com/help/dsar

    Wait for a VM person to reply here, usually within a few days, and see if they can deal. Otherwise make a formal complaint and escalate to the ombudsman.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    6 days ago

    Hi Swinefingers 

    Welcome to our forums and thank you for your first post. Sorry to hear you have had unexpected changes in your contract since your house move. We will be happy to look into this for you for a resolution. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,