Hi all' we are moving home soon and i have informed the virgin media team via live web chat and after i told them my new address etc i have been sent a new 18 month contract' i have not long just been put into a new contract back in march which is for broadband only deal' i have a new account number too' is this the norm for moving house as i have not changed my broadband package thanks.
dean.
Hello.
I have the same issue as many others on the forum - my original deal is due to end in May but due to moving it appears the term has been extended but not the discount, with my bill due to double next month, for 9 months.
I've spent an hour on chat and I'm getting nowhere - I'm being passed between departments which takes 30mins to connect. Please can someone provide me with a phone number or email address where I can speak to someone and raise a proper ticket.
Thanks.
Hi All,
I thought I'd update where I got to...I eventually got put through to the home moving team via chat who understood the issue (the original agent just confirmed I was going to get a massive increase on the account). They gave me this explanation:
"when we transfer you services, we actually file a form called "Contract Suppression" that contract suppression is where this will notify our Back office team to suppress your contract and match it the same at your old address. However, due to many request our Backoffice team may have missed some request hence the reason why contract has been resets. When this happens, we instead check the registered Discount on the account to verify the actual contract length, once confirmed we'll have our supervisor on the account and they'll amend the account contract as well."
He was logging me a ticket for his manager to adjust the contract end date and raised a complaint - so hopefully this resolves itself this month.
Thanks!
Forum TeamHi JT16 👋.
Thanks for reaching out to us and welcome to the Community Forums, apologies for the issues you have been having with your package, so that we can look into this further and provide any updates, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
The same thing has happened to me. My contract is supposed to end on 15th of June 2024. I moved house at the beginning of March and VM renewed my contract for 18 months without permission. I was charged an additional £30.68 as 'changes to bundle' even though I should have stayed on the previous contract when I moved home.
The package fee is supposed to increase to £63 from 16 June and I am not willing to pay that much for internet services, especially since VM customer service is so difficult to access. I need a refund of the additional charges from March and want to give 30 days notice to cancel VM services so that I can switch to a much less expensive package with CityFibre/Zen Internet.
Forum TeamHi there Farasha 👋 Welcome to our forum and thanks for your post 😊
Sorry to see there's been a dispute with your contract term and price. I can certainly understand the frustration in having this resolved. I can see that you've reached out to the team today. Were they able to have this issue resolved?
If not, please pop back to let us know and we'll be happy to take a look at this for you.
Regards
Nathan
Hi, No this hasn't been resolved. On Saturday I was quoted a 'best price' of £63 and today I was quoted over £85. I want the option to end the contract in June as per the original terms and conditions. VM should not have renewed the contract for 18 months unless they were going to keep my original price.
I only have 2 more days to apply for end of contract. I've spoken three times (and many minutes) to VM by telephone and the issue hasn't been sorted out.
December 2024 and it seems this is still happening. I spoke to an online chat team member today and apparently I need to call back in 5 days as they are filing a suppression to adjust the end of contract date to match the original agreement. Wish me luck.
Forum TeamHi UKAndyM,
Thanks for your post and welcome back to our community.
If there is no change to the package or equipment when moving property, a new contract shouldn't be needed.
We're sorry if this has been applied in error.
From your post it does appear this is in the process of being removed for you.
If you do have any further questions or need any further support, please pop back to us and we'd be happy to help.
Me too. I moved house and was told they couldn't issue a new contract yet and that the change of term "is just a formality". That's not how legal documents work, and I never consented to a new contract - Can a forum rep please do what they need to do to get this sorted for me please!
Forum TeamHi Richard-CRT,
Thanks for your post and welcome to our community.
I'm sorry to hear there is some confusion regarding the contract term since moving.
I'd be happy to look into this for you.
I'll send you a private message now.
Please look out for the envelope in the top right of the page and pop back to me when you can.
Forum TeamHi Richard-CRT,
Thanks so much for joining me in a private message.
I'm happy we were able to resolve your concerns together.
If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help.
Take care.
@Vikki_M. Could you please assist with my account. My contract end date is still showing as February 2026. Thanks.
