Forum Discussion

Csimpson's avatar
Csimpson
Joining in
6 months ago

New account after completing a gone away form

I have recently submitted a gone away form where I was told that they are going to try and contact the old account owner at my property to see if they will close the account down. 

I have since had no confirmation that they have done this except an email to myself saying they have sent out a returns package to return the router and virgin tv box etc.

Does this mean I am able to go ahead and begin setting up a new account with VM or not? Also would it be possible to use the setup already installed at the house on the new account or would they have to have me return it and re-install once I have joined?

gone away
new account
  • David_Bn's avatar
    David_Bn
    Forum Team
    6 months ago

    Thanks for reaching out to us Csimpson, and a very warm welcome to you!

    If you have been in receipt of returns packaging for the equipment this would symbolise that an account has been cancelled and thus would clear the path for a new connection to be established.

    You would be eligible to have the connection set up via a Quickstart order as if services have been previously held at the address, it would be expected that all cabling to accommodate the services are still in place to allow the service to be activated without the need of an engineer visit.

    Thanks

    David_Bn