Forum Discussion

Ianwhite1's avatar
Ianwhite1
Joining in
2 years ago

Moved House - current owner account still active

Hi, we’ve moved into a new house. We’ve ordered virgin media broadband as it’s the only really viable option where we live, however when the hub didn’t arrive, we enquired why.. it turns out previous owners haven’t disconnected their account, and there can’t be two accounts at one property. We’ve tried to request previus owner to disconnect through agent; with no luck and no response... How do we close their account and open ours? We need this resolved asap. Thanks, Ian 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello Ianwhite1

    Thanks for your first post and welcome to our community.

    Sorry t hear about the issues you are having setting up your account at the new property.

    Moving home is one of the most stressful things to do and the last thing you need is the previous tenants doing a runner.

    As rule we do not tend to deal with issues like this on our community, However due to the circumstances we can get some assistance for you and get the ball rolling.

    I will need to send you a private message to take some details.

    If you can check your logo at the  top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

    • howellad's avatar
      howellad
      Joining in
      10 months ago

      Hi Gareth_L im having the same issue. Previous tenant still has an active account and I've been unable to move my broadband as VM customer service agents haven't been able to reach them. Going through the process and phoning up hasn't really gotten me anywhere. I was hoping you could assist me further
      Thanks

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        10 months ago

        Hi there howellad 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you are also effected by this issue, can I ask what has happened when you have spoken to the teams on 0345 454 1111 and reported that the previous agent is still present on the account?