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okokeoin1's avatar
okokeoin1
Just joined
20 days ago

Misled During Move – 18 Month Contract Not Carried Over As Promised

Hi Virgin Media Team,

I'm writing to express my deep frustration with how my home move was handled and to request that my original contract terms be honoured, as I was explicitly told they would be.

Before my move, I contacted Virgin Media multiple times to ensure a smooth transition. On each occasion, I was assured that my existing contract would simply transfer to my new address, with the remaining time on the 18-month agreement carrying over - not restarting.

The process of moving my services was a nightmare from start to finish. I was lied to about installation dates, which caused me to take time off work unnecessarily, time I can’t get back. I rearranged my schedule based on promises that weren’t kept, and the whole experience has been incredibly stressful and disruptive.

To make matters worse, after all this, I was shocked to discover that my contract had been reset, effectively tying me into a new 18-month term without my knowledge or consent.

This is not what I agreed to, and I feel I’ve been misled by customer service. If I had known this would happen, I would have seriously reconsidered staying with Virgin Media during the move.

All I want is for the original contract terms to be reinstated, as I was repeatedly promised. I'm hoping someone on the forum or from the support team can escalate this and help resolve the situation quickly.

Thanks,

Eoin

contract
fixed term

3 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    20 days ago

    Hi okokeoin1 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your contract length. When a home move is processed and the contract and services transferred, a new package is created for the new account, and then the price and contract length amended manually to reflect the previously agreed package at the old address. The price is corrected through recurring credits, and the contract is amended manually on the system. You would not receive an amended contract that advises of these changes, as these are an out-of-system process, which does not generate a new contract. This would be the verbal agreement made when confirming your home move. 

     

    Have you been advised by an agent that you contract is ending later than you expected, or are you seeing this information on your online account? If it is the information on your online account, then as we advised, this would have been amended as agreed, in the out-of-system process, which you would not receive a contract for. 

     

    Have you had any concerns with your billing being incorrect from your previous address package, or any recurring credit agreed dropping off your package, or if your package is price is different than agreed at your previous address, whilst taking into consideration any April annual price rises? 

  • okokeoin1's avatar
    okokeoin1
    Just joined
    20 days ago

    Hi Carley,

    Thanks you so much for the reply.

    To confirm, I was verbally told by several agents that my original contract would carry over with the same remaining term and price. I was never told this would be handled manually or that I wouldn’t receive written confirmation.

    However, my online account shows a new contract starting from the move-in date, which is worrying. Based on my previous phone conversions with Virgin Media staff, verbal agreements have not been honoured in the past - will I definitely be able to cancel within the next couple of months without penalty, based on my original contract?

    Could you please PM me or provide written confirmation that this will be honoured in my case? I just want clarity and peace of mind.

    Thanks,

    Eoin

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      20 days ago

      Apologies for any confusion caused by what the agents advised and what is advised on your online account regarding your contract length okokeoin1. 

      I can certainly look on our side to confirm what has taken place and when the system advises your contract is due to end, to give you some peace of mind. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.