It is now two months since I first posted about the problems generated by VM with regard to moving house. All I requested is the installation of the VM box inside the new house before we move in, so that services can be transferred on the day of the move.A VM engineer eventually came round (it was lucky we happened to be at the property). He confirmed that the "pre-installation" work, which VM claimed was complete, consisted of leaving a cable coiled up in a manhole in the pavement outside the property. We were at least able to show him where the box was to be located.As I said here on 8th May, I raised a formal complaint and requested that an appointment be made to complete the physical installation without further delay. The response was that VM had tried to contact me (a lie) and that the installation was scheduled for the date of the move - ie they intend to start burying cables and drilling the wall at the last possible minute and a totally unacceptable time! Subsequent emails to the VM "resolutions team" have simply been ignored.We are now approaching the point where we will have to delay the move due to VM's appalling service, or move and lose both phone and broadband access. Neither is acceptable.Does anybody know of an email address to contact customer services management in the UK, in the forlorn hope that we might get the situation resolved?

Of course you don't delay the move! However if there is delay in getting VM's service you should be prepared, my standard advice is to get a MiFi router with a data-only 4G SIM card (there are loads of options with contracts from 1-month to 12-months).

This might seem entirely reasonable to you, but it's not the way VM choose to work.They don't want to pay their sub contractor to do the outside work when their system doesn't show a contract existing for that address. And it can't show for that address when it still shows at your current address. VM's system is run for their convenience, and they expect customers to accept it.

Hi Eric001 Sorry in advance for the long reply to your original post in this thread.VM don't have a customer facing email address. As advised by Forum Staff member Kath_P here to get any updates or further help, you will need to contact the pre-installs team on 0800 052 1734.There might be a workaround by disconnecting from your current address a couple of days before you move into the new property. (The way VM's systems work the house move be can't be completed with connections active at both properties) If you took that route then you would either have to use a mobile connection for a couple of days or rely upon a goodwill connection via a current neighbour for a couple of days.There is another possible solution. Are you out of contract, or coming to the end of a discounted contract at your current property? If so then it might be financially viable to terminate that contract, paying any reasonable /early-disconnection-fees and sign up as a new customer at the new address, thus taking advantage of new customer pricing/discounts. The problem with doing the latter though is that you would need to return your current equipment and be supplied with new equipment. Should you take a TV service with VM then they are currently only offering the IP based Stream boxes to new customers. These boxes are non recordable as they don't contain a hard drive, however they don't need a coaxial connection and thus can be easily moved from room to room. However if you speak to the sales team they should be able to place an order for a TV 360 box, but it will incur an activation fee of £49.95, and any additional boxes would be the Stream boxes.Also in case you weren't aware, TNT Sports was removed from all packages in September 2023 and is only available as a standalone premium extra for all new customers and anyone recontracting or changing package. You would also lose access to any emails and email addresses on your Virgin Media account after 90 days once the old account has been disconnected.

To put all the above even more simply, VM will not install a connection at the property until there is a contract at that address.

Hi @newapolloThanks for your reply. One of the problems dealing with VM is their lack of consistency. Ask two of their staff the same question and you'll get (at least) two different answers. In my experience so far, there seem to be differences of opinion as to what constitutes "external work". One part of VM says that because they've left a cable coiled in a manhole 20 metres from where it will enter the house, the external work is complete. Another agreed that further external work is required to extend the cable run to the house and drill the wall to install the box - which obviously requires the customer to be at home! (We agreed with VM where the cable will enter the house).I contacted the pre-install team who were only able to leave a note which they acknowledged might not be read.Thanks for the suggested work arounds but a break in service of more than a few hours is not practical and losing email addresses would cause even more problems. All I'm looking for is the ability to disconnect the current service one day and reconnect at the new house the next day - which is what VM promises. I'm quite happy to take the equipment over myself. It should be so simple!

Moving House - an update | Virgin Media Community

13 Replies

newapollo
Very Insightful Person
3 days ago
Hi Eric001
Sorry in advance for the long reply to your original post in this thread.
VM don't have a customer facing email address. As advised by Forum Staff member Kath_P here to get any updates or further help, you will need to contact the pre-installs team on 0800 052 1734.
There might be a workaround by disconnecting from your current address a couple of days before you move into the new property. (The way VM's systems work the house move be can't be completed with connections active at both properties) If you took that route then you would either have to use a mobile connection for a couple of days or rely upon a goodwill connection via a current neighbour for a couple of days.
There is another possible solution. Are you out of contract, or coming to the end of a discounted contract at your current property? If so then it might be financially viable to terminate that contract, paying any reasonable /early-disconnection-fees and sign up as a new customer at the new address, thus taking advantage of new customer pricing/discounts.
The problem with doing the latter though is that you would need to return your current equipment and be supplied with new equipment. Should you take a TV service with VM then they are currently only offering the IP based Stream boxes to new customers. These boxes are non recordable as they don't contain a hard drive, however they don't need a coaxial connection and thus can be easily moved from room to room. However if you speak to the sales team they should be able to place an order for a TV 360 box, but it will incur an activation fee of £49.95, and any additional boxes would be the Stream boxes.
Also in case you weren't aware, TNT Sports was removed from all packages in September 2023 and is only available as a standalone premium extra for all new customers and anyone recontracting or changing package. You would also lose access to any emails and email addresses on your Virgin Media account after 90 days once the old account has been disconnected.
- Eric001
  Tuning in
  2 days ago
  Hi @newapollo
  Thanks for your reply. One of the problems dealing with VM is their lack of consistency. Ask two of their staff the same question and you'll get (at least) two different answers.
  In my experience so far, there seem to be differences of opinion as to what constitutes "external work". One part of VM says that because they've left a cable coiled in a manhole 20 metres from where it will enter the house, the external work is complete. Another agreed that further external work is required to extend the cable run to the house and drill the wall to install the box - which obviously requires the customer to be at home! (We agreed with VM where the cable will enter the house).
  I contacted the pre-install team who were only able to leave a note which they acknowledged might not be read.
  Thanks for the suggested work arounds but a break in service of more than a few hours is not practical and losing email addresses would cause even more problems. All I'm looking for is the ability to disconnect the current service one day and reconnect at the new house the next day - which is what VM promises. I'm quite happy to take the equipment over myself. It should be so simple!
Roger_Gooner
Alessandro Volta
3 days ago
Of course you don't delay the move! However if there is delay in getting VM's service you should be prepared, my standard advice is to get a MiFi router with a data-only 4G SIM card (there are loads of options with contracts from 1-month to 12-months).
jpeg1
Alessandro Volta
3 days ago
To put all the above even more simply, VM will not install a connection at the property until there is a contract at that address.
- Eric001
  Tuning in
  2 days ago
  They have a contract with me and an order for my service to be transferred to the new address, which they've accepted. What they're not doing is progressing that order.
  VM must get hundreds of house-move requests, including moves to areas they cover but where the individual property is not connected. It really should be a simple, well tested, procedure!
  It took 10 minutes to change energy supplier, 4 days to replace a boiler and service the heating system and 3 weeks to design, order and install a new kitchen. It's taken 2 months (and counting) for VM to install a simple cable connection.
  - John_GS
    Forum Team
    2 days ago
    Hi Eric001
    
    If the new property is not ready yet for service, we cannot do a Move and Transfer as this would involve disconnection at one property (the previous house)
    
    What did the Pre-Install team advise please?

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Moving House - an update

13 Replies

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