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pepsglasses's avatar
pepsglasses
Joining in
6 months ago

New Account Issues

Hello, I am due to move into a house in 10 days and have signed up for Virgin Media Broadband. However, I received an email stating:

We've taken a look at your order and we've noticed that there is already a Virgin Media account at the address you provided under someone else's name. That means we won't be able to process your order just yet.

I spoke to someone via Live Chat who said they would contact the current account holder and arrange a disconnection date, which would take 24-48 hours, and that I would be updated in due course. However, it has now been over a week, and I still haven't heard anything. What is the best way for me to get an update on what is happening?

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hello pepsglasses

     

    Sorry to hear of the account issues and confusion caused, we appreciate you raising this via the forums.

     

    From the sounds of it there may already be active services at the address, do you know if there are current tenants in the property? 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.