Forum Discussion

whiteswan's avatar
whiteswan
Dialled in
29 days ago

Moving House problems.

Hi

I am moving to a property that Virgin Media covers but I can't see any boxes etc inside the house although there is an out side box on the property so I would need an engineers visit.

Tried the live chat - but got nowhere - it was just a bot - I asked to chat but it just says have we resolved your issue etc ?

Tried to call in and am struggling to be understood what I require.

I am disabled and my broadband is used to communicate with my healthcare equipment supplier which is monitored 24/7 - so quite important to myself.

Completion date is (hopefully) next week and I am wondering how I resolve my situation.

Any advice greatly appreciated.

If it matters I am moving from an OL postcode to an FY4 postcode.

  • whiteswan's avatar
    whiteswan
    Dialled in
    29 days ago

    As I wasn't clear I am already a Virgin Media customer with broadband only and want to take the service with me to new address - no changes.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      29 days ago

      Hey whiteswan, thank you for reaching out and I am sorry to hear your new box not being installed at all.

      Just to confirm have you spoke to the movers team, they should of been able to check this right away if there is one or not?

      Please do let us know ASAP.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    29 days ago

    Have you spoken to the homemovers team yet? Advise them you need a tech install due to having no internal VM boxes.   

    Is your current telephone connection via the VM hub or is it a traditional copper landline via a wall socket, as some healthcare equipment wont work via the hub?

    You also need to double check if the new property is fibre to the premises (XGS-PON)  or the older Docsis to make sure that your healthcare equipment will still work.

    • whiteswan's avatar
      whiteswan
      Dialled in
      29 days ago

      I don't have any telephone - just broadband - my equipment connects via broadband.

  • whiteswan's avatar
    whiteswan
    Dialled in
    29 days ago

    I have tried via the chat and also via telephone - but both efforts failed as described in first post.

    Not too sure how else to contact them.

    • Kath_P's avatar
      Kath_P
      Forum Team
      29 days ago

      Hi whiteswan, 

      Thanks for coming back to us on this. Moving an account isn't something we can help with via the Community. Please call the team on 150 / 0345 454 1111 and follow the options for > Make changes to your package or tell us you are moving > If you’re moving home. This will pop you through to the movers team. 

      They will arrange the move for you and will be able to get an engineers appointment set up for the installation. 

      Many thanks, 

    • Kath_P's avatar
      Kath_P
      Forum Team
      28 days ago

      Keep us posted on how you get on. Once the move is arranged, if you have any questions or queries, this is something we can help with so pop back to us 😊

      Many thanks,