Forum Discussion

DaveMcWymondham's avatar
DaveMcWymondham
Joining in
6 months ago

Moving Home-New area does not have VM

Hello,

I called Virgin Media today but I found the telephone instructions on what needs to be done very unclear. If anyone can help me here that would be much appreciated.

I am on an 18 month contract-with 9 months left. I am moving on August 23rd to an area that does not have Virgin Media.  Is the first step to let them know I need to cancel my current set up?(I realise I have missed the 1 month notice period so will have to pay slightly extra for that) How can I make sure when cancelling they do not take the money for the remaining 9 months?  I believe If I provide proof I am moving to an area they do not cover I will not have to pay for the remaining 9 months. I will not be able to provide proof of new home until a few weeks after moving in.  What proof of new address should I provide? Is a bank statement or a telephone bill ok? Or do I not do any cancellation until I have proof of new address? 

Thanks in advance for ay help you can give. 

 

moving
  • newapollo's avatar
    newapollo
    6 months ago

    Hi DaveMcWymondham 

    Hope you quickly settle into your new home when you make the move..

    You need to contact  the Homemovers team by dialling 150 from a Virgin landline, or 0345 454 1111 from any other phone, but it's best to call at 8am to avoid call queues and they will process the account closure.

    They  will check their database to see if there is any possibility that they can provide services at your new home. 

    VM will still charge the early termination fees but will then refund them as long as you give them evidence, within 30 days of cancelling, of you residing at the new property. They will give you the details of where to send the evidence.

    The accepted documents showing your new address are :- 

    bank statement, driving licence, insurance policy, mortgage information, rental agreement or utility bill

    If you don't want to be tied up on the phone you might find the online chat messenger service is availlable on the following page

    https://www.virginmedia.com/help/moving-home 

    You could also text VM on 0753 305 1809 or use WhatsApp on 0780 3089 684. Please be aware that replies aren't instant from either of these services, often taking 4 to 6 hours, but the agents will reply as quickly as they possibly can.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

    Hi DaveMcWymondham 

    Hope you quickly settle into your new home when you make the move..

    You need to contact  the Homemovers team by dialling 150 from a Virgin landline, or 0345 454 1111 from any other phone, but it's best to call at 8am to avoid call queues and they will process the account closure.

    They  will check their database to see if there is any possibility that they can provide services at your new home. 

    VM will still charge the early termination fees but will then refund them as long as you give them evidence, within 30 days of cancelling, of you residing at the new property. They will give you the details of where to send the evidence.

    The accepted documents showing your new address are :- 

    bank statement, driving licence, insurance policy, mortgage information, rental agreement or utility bill

    If you don't want to be tied up on the phone you might find the online chat messenger service is availlable on the following page

    https://www.virginmedia.com/help/moving-home 

    You could also text VM on 0753 305 1809 or use WhatsApp on 0780 3089 684. Please be aware that replies aren't instant from either of these services, often taking 4 to 6 hours, but the agents will reply as quickly as they possibly can.

  • Molly_T's avatar
    Molly_T
    Forum Team
    6 months ago

    Hi DaveMcWymondham 👋 Welcome to the community forum! Thanks for posting. 

    Thanks to the community for offering support with this too. You can find all the information you may need about leaving 👉 https://www.virginmedia.com/help/cancel-virgin-media and early disconnection fees here 👉 https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/early-disconnection-fees 

    Once your disconnection has been processed, we will get you to send us in evidence of moving to a non-serviceable address and we can get any Early Disconnection Fees processed. 

    It's worth noting that we can process a disconnection at less than 30 days notice! Il send you a PM to confirm a few details so I can help further with this if needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • DaveMcWymondham's avatar
      DaveMcWymondham
      Joining in
      5 months ago

      Hi Molly,

      Thanks so much for your reply.   

      I have now moved.

      Could you give me the exact email and/or postal adress that I need to send my proof of new address?

      Also, what I other details should I included when messaging? My name, previous adress account number? Anything else?

       

      I look forward to hearing from you soon.

      Thanks

      Dave 

       

      • Steven_L's avatar
        Steven_L
        Forum Team
        5 months ago

        Thanks for your reply DaveMcWymondham, I will get in touch now via PM and we can go through this.

        Kind Regards,

        Steven_L