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Lizzywizzy's avatar
Lizzywizzy
Joining in
2 years ago
Solved

Re: Email address to send proof of house move to

I have been trying to do the right thing to let VM know I am moving out of a VM area for the past 2 weeks, both over the phone and whatsapp.  I have currently been transferred to whatsapp again and have been waiting for a response since 11.30am this morning, it's an absolute disgrace.  As if moving house is not stressful enough! can someone advise me what to do.  No point trying to call the home movers team as no one answers. thanks 

  • em-heaton's avatar
    em-heaton
    2 years ago

    @lizzwizzy I had this problem 2 years ago when I was trying to move to. Don't bother writing to them they will just ignore that too. The best way to get it sorted is just ring the complaints team and make a complaint about the awful process. I managed to close my account that way as someone always rings the complaints line. Be prepared you may have to have an argument. Hopefully you get sorted!

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Lizzywizzy 

    Thanks for posting and welcome to the community.

    Sorry to hear of the experience contacting the team.

    We don't do cancellations via the Community so it's not something we can book in for you.

    Please either;

    Call: 150 / 0345 454 1111

    Whatsapp Message: +447305 327 112

    The team will assist you asap.

    • Lizzywizzy's avatar
      Lizzywizzy
      Joining in
      2 years ago

      I've been trying all that John but nobody is picking up or responding on WhatsApp.   I've been in the WhatsApp chat since 11.30 am today, it's now 18.45.  That's not acceptable is it? How is one supposed to cancel if you cannot speak to anyone to cancel? 

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for coming back to me Lizzywizzy 

        I appreciate that, the team are busier than normal but will answer asap. 

        Failing that you can also write to us - Virgin Media, Sunderland, SR43 4AA.

  • em-heaton's avatar
    em-heaton
    Joining in
    2 years ago

    @lizzwizzy I had this problem 2 years ago when I was trying to move to. Don't bother writing to them they will just ignore that too. The best way to get it sorted is just ring the complaints team and make a complaint about the awful process. I managed to close my account that way as someone always rings the complaints line. Be prepared you may have to have an argument. Hopefully you get sorted!

    • Lizzywizzy's avatar
      Lizzywizzy
      Joining in
      2 years ago

      Thank you that's really helpful.  Ironically I am really good friends with a lady called Michelle who was head of UK Customer services for VM but has now moved on, I always had to go through her to get anything done which is just ridiculous!  She will still be my last resort if I don't get any help.  Glad to be leaving VM to be honest, the broadband is great but the customer service is awful. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Lizzywizzy 

        You can also let us know of your home move through the online chat here. The responses are not instant but the team will respond when available.