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Eric001's avatar
Eric001
Tuning in
20 days ago

Moving House

We are about to move house. When I log into VM and input the new postcode I get the list of addresses and can select the correct one. I then get the response 'address not found or VM not available'. If I'm not logged into VM and input the same postcode/address, I'm offered a whole load of 'deals'.

We haven't yet moved in, and due to mobility problems and work schedules we have limited times to allow access to the new house. I would like to set up an email conversation, ultimately with the local engineers, to sort out times for a survey and location of the box etc. (I have previous experience of 151 and want to avoid that route)!

I find it hard to believe that I can't transfer my existing package but could start again from scratch.

Why is even the simplest requirement made so complicated by VM?

19 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    20 days ago

    You could try the sales number 0800 183 1234. They won't give you a local contact. 

    Do you know if the new house has an existing VM connection? If not it may be subject to delay. 

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    • Eric001's avatar
      Eric001
      Tuning in
      20 days ago

      Thanks for your reply;

      The house is in an area served by VM but as far as I can see, there is only a BT phone connection. 

      What's really annoying is that the VM website is inconsistent. If the 'new customer' route can sell me a new package, then why can't the 'existing customer' route move the old one? (Rhetorical question that only VM can answer)!

      Past experience of contacting VM by phone has not been easy, which is why I was hoping there might be an alternative.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        20 days ago

        Hello Eric001,

        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 house move at the moment. 

        We wouldn't be able to put you into an email conversation with our local engineers but we can look into that from this side and find out if the address is serviceable. Have you been able to speak to anyone about this at all?

        Kind Regards,

        Steven_L

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    20 days ago

    Virginmedia has different departments that don't work together, but they are all driven by money.

    Sales have to sign up customers to get their commission and keep their jobs. Installations have to pay contractors to do the digging and if a particular job will exceed their budget they will refuse it. The customer sits somewhere between.