Forum Discussion

Megjpx's avatar
Megjpx
Joining in
2 months ago

Old Tenants Won’t Cancel their Wifi

Hi, I’m hoping someone can help. We moved into a new flat yesterday and have been trying to set up the wifi throughout the whole of last week.

Unfortunately, the old tenants want to take the wifi to their new house so haven’t cancelled their wifi and we cannot set up ours until they do. I have contacted them and Virgin, who have sent them the form to change the address of their wifi. However, they are just not responding to me or Virgin now despite promising they would have it sorted before we moved in. I have a feeling they haven’t found a new place to live yet so are waiting until they do find a place to change the address.

Me and my flat mate both work from home and are gonna be really stuck on Monday if they haven’t cancelled their wifi as our offices are really far away. When I rang Virgin they said there was nothing that they could do until the old wifi was cancelled but this seems crazy because they moved out of the flat weeks ago and I don’t see how you can still have wifi at an address you don’t live at ?

We can provide proof of address but when I spoke to Virgin they said that wouldn’t help so we’re just really stuck. They recommend speaking to out letting agency which I did but they said they couldn’t help either. It could be weeks/months until the old tenants find a new place and decide to cancel/ move their wifi and we really can’t last that long without it ! 

Has this happened to anyone else and is there a way to sort it ? 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    The previous tenant isn't going to cancel because they would have to pay early termination charges, and VM are still getting money from that address so they are happy. Is there another ISP you can join? 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 months ago

    Did they take the equipment with them ?  If not and they haven't cancelled, they are still paying for it, and the connection should still be active in the house - so - have you tried any of the old VM kit on the connection ?

     

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 months ago

    Hello Megjpx.

    Thanks for your first post and welcome to our community.

    Sorry to hear about the previous tenant not cancelling services before they left.

    This does happen a lot and we do have a process in place. From what you've mentioned above it sounds like this is in place already.

    What I can do is have a look from here, I'll need to send you a private message to take some details.

    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L