Forum Discussion

manukoloth's avatar
manukoloth
Just joined
19 days ago

Moving House - 18-Month Contract Restarted

My discounts were meant to last for the duration of my 18-month contract. However, the issue is that my contract was incorrectly renewed by Virgin when I moved properties. I kindly request this to be corrected as soon as possible. My contract should run until the 13th of February 2025.

  • Hi manukoloth, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some issues after moving home. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Many thanks, 

  • Anonymous's avatar
    Anonymous

    Good luck with getting any actual support. I, like yourself and many, many others, have had the same issue with Virgin clearly not interested in fixing. 

    Because they decide to set up a new account for your same package, same router, and same signing details, they use that to justify setting you up on a new contract. Clearly a number of people fall for this trick as a quick Google search will highlight the many people who have only noticed the increased payments after months of getting screwed over. (Seriously, how ridiculous is the rationale that ‘because you moved the same package to a different house you’re completely bloody new to us’? Great customer loyalty there, guys!)

    I got punted to the generic contact page from here and spoke to a guy who basically sounded like he was trying to get rid of me by ‘promise you bro’-ing me that he’d pressed a button to activate my broadband and fix the contract issue and that it would take a few hours before I got emails and texts telling me it’s cool, bro. 14 hours later and still nothing…

    Hope you fare better. 

    • Winelist's avatar
      Winelist
      On our wavelength

      OK, legally this is fine. All VM ‘contracts’ are to provide a service to a particular address, not to a person. So technically (and legally), say you live at 17 Acacia Avenue, and sign up with VM. They are obliged to provide a service to that address, and the contract states that you agree to pay them £x for the next (usually) 18 months.

      Fine - except suppose you move after, say 12 months, well that might be your choice, or maybe not, you’ve been evicted - but it certainly isn’t VM’s choice. From their perspective, you agreed to pay £x for service to 17 Acacia Avenue for, at least the next 18 months.

      Now in this case two things can happen; firstly you move to an address that VM can service, in which case, yes, they set up a new account, but the new account should be ‘adjusted’ to reflect the terms of your old one. Any discounts and the date when the original minimum  term should end - ie if absolutely NOT start a new 18 month term. (1)

      Or, secondly you move to somewhere in the UK that VM don’t cover, in which case, having provided proof of your new address they waive the early disconnection charge. Which, to be fair, is good on their part as you did promise, when signing up to pay them for 18 months etc.

      (1) Oddly enough this doesn’t seem to always work. You would think that it would be a fairly simply automated process, except it seems that VM’s process is to set up a new account (fine) and then require a manager to make the necessay adjustments. Now a far more cynical person that I, might think that this is deliberately made difficult in an attempt to ‘trap’ people into paying more money. Of course VM would never do such a thing and I look forward to seeing posts from VM staff explaining how it works!

    • Molly_T's avatar
      Molly_T
      Forum Team

      Hi All 👋

      Thanks to my colleague Kath for offering support via PM for Manukoloth. 

      When you take out a contract for services with us, this is between a named account holder, at a specified address. 

      If you need to move home within your agreed fixed term contract, we will help you do so as part of the Move & Transfer process. (We have a specific team who manage these kinds of cases.) 

      Your services are moved, but a new account and new contract has to be made as the services are at a new address. We should amend the contract as part of the process to match what you had previously in terms of price, and duration on your account. It's worth noting there is a £20 charge to cover the cost of moving our services to your new address, or £35 if you're changing packages. If you need us to check that for you - just let us know and we can do so via PM (or any of our alternative support platforms.) 

      You can find loads more information about moving home 👉 https://www.virginmedia.com/help/moving-home Early disconnection Fees 👉 virg.in/EDF and full T&C's here 👉 https://virg.in/legals

      Chungledorth, I will send you a PM to offer further support with your concerns about your contract and services following a move, so we can get things sorted if there are any issues! You can find this in the top right corner of the page in your Inbox ✉ and we can return to this public thread with another update when possible. 

      Thanks for your patience in the meantime! 🌞