Forum Discussion

Brxd15555's avatar
Brxd15555
Joining in
2 months ago
Solved

Moved house in February and VM have Opened another 18m contract is it too late ?

I moved house in February, in my previous address I had a 18 month contract which started March 18th 2024, I haven’t made any changes to the package. My bill went from £64 to £81 the first bill after I moved then to £76 for my last 2 bills, I assumed this was just a installation fee but when I checked my contract I have been enrolled in a new contract without my knowledge from Feb 2025

Now the problem is that I have promotional offers ending in September so my bill will go from £76 to £188 in September. Can anyone help me

Thanks

  • Molly_T's avatar
    Molly_T
    2 months ago

    Hi Brxd15555 👋 Welcome to the community forum! Thanks for taking the time to post about your experience.

    When you move home with us, we should match the contract on the new account and then amend the length of the contract to match the one from your former account. It will technically be a new contract as it's a new account linked with a new address, but should line up with the one from the old address. You can find more general information about moving here 👉 https://www.virginmedia.com/help/moving-home

    Sorry to hear this may not have happened in your case! I will take a look and offer help with this. 

    Please keep an eye on your Inbox 📩 in the top right corner of the page for a DM offering support. Thanks for your patience in the meantime! 🌞 

5 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    2 months ago

    This is becoming a nasty habit by VM (to the point where one begins to suspect these aren't just simple mistakes). You should get a new contract on moving house but otherwise everything else (contract length, package, discounts) should stay the same bar a one-off £20 mover admin fee. The VM forum team should hopefully be able to untangle this for you. 

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Brxd15555 👋 Welcome to the community forum! Thanks for taking the time to post about your experience.

    When you move home with us, we should match the contract on the new account and then amend the length of the contract to match the one from your former account. It will technically be a new contract as it's a new account linked with a new address, but should line up with the one from the old address. You can find more general information about moving here 👉 https://www.virginmedia.com/help/moving-home

    Sorry to hear this may not have happened in your case! I will take a look and offer help with this. 

    Please keep an eye on your Inbox 📩 in the top right corner of the page for a DM offering support. Thanks for your patience in the meantime! 🌞 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    This always happens.

    Are people not reading the T&Cs or is this being misrepresented by the sales team ?

    • Brxd15555's avatar
      Brxd15555
      Joining in
      2 months ago

      Yes I’ve seen alot of people having the same issue when moving, although I’ve made 0 changes to the package so my  contract should have resumed from the old address

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 months ago

        Hi All 👋

        Just returning to this public thread to keep things updated!

        Thanks to Brxd15555 for PMing with me. We were able to confirm the details needed to check over the account, contract and billing information. 

        I can confirm that the contract information was correctly copied over to the new account - with the closest matching end date, and matching price. However it does look like there was a discount running on the former account which hadn't been applied. We've now resolved this. 

        Hopefully there are no further issues, but please do get back in touch if you need further support when the next bill is generated. 

        Thanks for your patience! 🌞