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philnixon's avatar
philnixon
Tuning in
6 months ago

Moved House - contract not carried over correctly

I've just moved house and now we are settled have just noticed that my account has not been carried over correctly.  I asked the moves team to keep exactly what I had, but all I can see on my latest details when I log in to the website is a new 18 month contract at a much higher price for fewer services (ie downgrade of Netflix).  The agent on the phone told me to ignore any of the values on the initial quote as the system couldn't cope properly with moving between 2 different areas, but I am starting to think I've been conned.

Can any of the online team help clarify what's happened?

5 Replies

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  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    6 months ago

    Hey philnixon Thanks for reaching out to us on the Virgin Media forums. 👋🏽

    I'm sorry to hear about the issues with the contract and house move that you are facing.
    I will assist you on this and get you the support needed to sort this out.

    I will send a private message.

    Kind regards,
    Ilyas.

    • ingham89's avatar
      ingham89
      Joining in
      6 months ago

      Hi,

      I have this same issue if you’re able to help?

      An 18 month contract from the date I moved house and a slightly higher price when no changes where made to my current package. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        6 months ago

        Hey ingham89, thank you for reaching out and I am so sorry to hear about this.

        Please remember the first bill would be a double payment again because when you move house its like starting a new account again where you pay for bill 1 and 2.

        However I've taken a look and I can see you've spoke to the team since you posted here, did they manage to help at all?