Moving house transfer contract?

Question

I am moving from one flat to another. I am confused about the transfer process. I want to keep my current contract started March 2024 and lasts for 18 months, no changes. However, I am being sent a new contract, when I’ve contacted the moving home dept, they say it’s all correct. However, the “new” contract sent to me has a new account number, contract number and states 18 month term. So that would mean starting a new 18 month term at the end of this month.

I also have the Virgin Media App and want to continue to use this. But the “new” contract I’m sent does not appear on the App, due to having a new account number, I assume. So I have had to register for Virgin Media App again, under the new account number, and a new email address. The contract information on there also states 18 month term from the end of the month.

I just want to see out the term of my original March 2024 contract, and thought moving would be simple as continuing the contract under a new address!

I need reassurance that the move has been done correctly, otherwise I need to cancel the “new” contract before being tied into a very expensive 18 month term, which negates the whole reason for the move in the first place!

Can anyone help clarify the process?

newapollo · Answer

Hi Jwed5&nbsp;Best of lick with your flat move.Virgin Media systems always create a new account for home moves. (When a customer moves the account number changes, the account number sits with the property and not the customer)Providing you haven't made any changes to your package or equipment then your current pricing and remaining minimum contract term are carried over to the new account.&nbsp; This isn't always reflected in the new account due to VM's antiquated billing system, and will need to be manually updated.&nbsp;Homemovers should have created a&nbsp; process called 'Move and Transfer' which would move over your current email address (es) and also update My Virgin Media allowing you to continue as before the home move.&nbsp; &nbsp;A member for the foum team may be able to process this for you. however it may take a couple of days before they pick this up for you.

Roger_Gooner · Answer

If you move your existing services there is not a new contract, you just pay a mover's fee of £20. The new account creation is wrong but VM doesn't know better and you just have to go with it.

Client62 · Answer

From previous + similar home mover enquiries, the VM process does appear to be the old contract period is terminated and a new 18 month contract is issued for the new property.

Jwed5 · Answer

Thanks for the info above. Hopefully someone from the forum can help, otherwise I’ll try and call the home moving department again in a few days.

Steven_L · Answer

Hello Jwed5,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your contract during your house move.&nbsp;
As newapollo advised that a new account number is created and if no changes are made to your package you should remain on the same contract as at your old property. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
 Kind Regards,
 Steven_L

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