I have just bought a house but it’s in a non Virgin Media area. I still await my entry date but when do I have to inform VM I need to cancel and will any disconnection fees be waived? On moving I will have about four months of my contract remaining.
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 within the UK. )
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
VM will still charge the early termination fees but will then refund them as long as you give them 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
The Home movers team will also process the packaging so you can return your equipment. This is generally actioned after the account has closed. You can also return your equipment to a nearby O2 store.
Thanks and most appreciated. Is that 30 days from initially informing them of the cancellation I need to provide the new address info or within 30 days after the actual cancellation date?
Forum TeamHi Fazzbhoy,
Thank you for your query. Generally, with a 30-day notification, the team will ask you where you are moving to see if the service can be carried or if you may have to pay Early disconnection fees. Normally, once you give us notice, we will set your cancellation to be 30 days later. Please let us know if you need any further help with this, and we will do our best to assist.
Thanks,
Thanks for this. I have already had it confirmed that my new house is not in an area serviced by Virgin media, so I know that I can’t continue my service. My question was when I have to provide documentation to prove my new address to get my disconnection fee refunded. Is it within 30 days of the cancellation notice, or 30 days after the service has stopped?
