Forum Discussion

Ecfw's avatar
Ecfw
Joining in
2 months ago

Previous tenant won't cancel, blocking house move

Hi, I moved into my flat on 28th February and set up a Virgin account. When my equipment was meant to be sent to me I got an email saying there is another account active. Turns out the previous tenants don’t want to pay the early exit fee, and despite not living at the flat anymore, will not cancel their contract. My landlord has asked them to cancel it as it means we can’t get wifi, but they are refusing. I have called up Virgin and was told because the old tenants refuse to cancel their account Virgin will “help them continue their contract and make use of the services”, even though they don’t live at the flat and can’t even access any services. I want to complain because it is a ridiculous situation ongoing for 2+ weeks but because I don’t even have an account number yet because of the old tenants ongoing account, I can’t even complain!

1 Reply

Sort By
  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello Ecfw

    Sorry to hear of the issues with setting up an account with us, we appreciate you taking the time to raise this via the forums and welcome to the community.

    We're limited as to what we can support with and in this instance, you would need to speak to our Sales team on 0800 183 1234. If there is an active account already at the property there are two courses of action they could take, they can register the account as 'Gone Away' which means the account holder is no longer at the property. Alternatively, if they are refusing to pay the account will enter arrears and be automatically disconnected after a period of time but this would be longer than the 'Gone Away' process.