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robm82's avatar
robm82
Joining in
2 months ago

Moving House Problems

Hi everyone,

We have just moved house, and I was wondering if anyone else has had nothing but issues with Virgin moving over your contract? The short version of a very long story is that I phoned Virgin about 3 weeks prior to us moving, and the agent said that everything was good and the contract would just move over to the new property. Great I thought, and I didn't really think any more of it.

We got our new cable installed, but we have moved to an area that only has fibre rather than coax (which we had at our old property). Again, I didn't see a problem with this as long as I could get my services, and the engineer was great as he had a spare new router and stream box. When everything came online, I was missing all my usual channels like Sky Movies and Sky Sports, so I checked the My Virgin Media account area and noticed that our new monthly figure was now £148 up from £49 a month at our old property.

Since the installation, I have been battling with agent after agent, and I have even chatted with a supervisor, and everyone I speak to just doesn't know what has happened and the common phrase I get is "let me see if I can match what you had"... Well I thought my contract was supposed to move with me when moving house, and that I should be getting the exact same service for the same price. Before we moved no one said anything about a change in contract or price!

I seem to have daily calls with support agents, who say that they have applied for discounts against the new contract and I need to wait up to 7 working days. For a start this isn't a new contract, but a continuation, and in my opinion, this isn't good enough and I just need the contract to reflect what I had previously. Honestly, this has caused me so much headache in what has already been a very stressful time with moving and I just feel stuck and wondering what I should do.

Has anyone else had problems with moving, and is there anyone from the Virgin community team that can help me as I am running out of ideas and this is not good for my anxiety!

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  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi robm82 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear of the issues that you are facing with your package since moving home, so that we can assist you 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