Forum Discussion

2unique's avatar
2unique
Joining in
7 days ago

New 18m Contract After Nov 2025 Move Despite "No New Term" Confirmation

Hi VM Team,

Could you please help with this? During my Nov 2025 move, web chat agents confirmed MULTIPLE times NO NEW CONTRACT. Just transfer remaining term from original contract (29 Aug 2024, 18m min ending ~Feb/Mar 2026, then rolling). I specifically wanted option to cancel or renew at natural end (no extension). They agreed!

Transfer went smoothly, but now shows new eContract (start 17 Nov 2025) with fresh 18 months to May 2027 + promo to Mar 2026, against what was clearly agreed and policy for unchanged services. [Can DM original Docs + eContract PDFs + Web chat log might be on pc to].

Could the team kindly help me and fix this by reverting the new term, reverting to original end date? Happy to provide full details privately.

Would really appreciate your help! Thanks.

contract
moving home

4 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    7 days ago

    Hello 2unique

     

    Sorry to hear of the contract issues following your move, we appreciate you taking the time to post this via the forums.

     

    When a customer moves, if no changes are made to the services of the contract (so a like for like contract) then the contract should resume from the same point. If any changes are made to the TV, broadband or Landline tiers a new contract would be issued.

    We're happy to take a look at this for you and I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

    • 2unique's avatar
      2unique
      Joining in
      1 day ago

      Hello Robert. I have messaged you to get going. Thank you.

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        1 day ago

        Hi 2unique thanks for getting back to us.

        If you're happy to send me a direct message, we can proceed.

        Regards
        Lee_R

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 days ago

    This seems to happen quite a lot.  When moving I believe you are a "Move and Transfer" and this should have no impact on your Contract.  You will get a new account, as accounts are tied to an address.  Hopefully a VM Mod will pick this up in a few days and assist.