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orsoch's avatar
orsoch
On our wavelength
2 years ago

Moving house to area not covered by virgin but still have to pay till the end of current contract?!?

We are moving house in a few weeks time after many years loyalty to virginmedia. I connected to a chat service to understand what the process is and was told we must pay the remaining 9 months on the contract in full - £180+ , this seems a bit harsh. I'd be happy to stay with virginmedia but the new house isn't in a virginmedia area. 

is this correct or is there anything discretionary about this?

thanks for any advice

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi orsoch 

    Wishing you all the best in your new home.

    Providing your new home is in the UK the agent has given you incorrect information.  The following is a link to the press release from when this process was introduced.

    /news.virginmediao2.co.uk/virgin-media-o2-ends-charges-for-off-net-home-movers/ 

    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 provide them with 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

    It can be a pain using the phone but that's the best method. 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 0730 532 7112. 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.