Hi，I recently moved into an apartment and ordered a broadband service from Virgin. But when I thought I would receive the broadband soon, Virgin informed me that there was still an account of the previous tenant in my room and I couldn't get my broadband until the previous tenant cancelled his account. I contacted the previous tenant through the agent several times, and each time he said he would cancel it soon or had already cancelled it. I also contacted Virgin's customer service many times and got the reply that his account still existed. I even uploaded my rental contract and passport through the email Virgin sent me, but still nothing could be done. I feel terrible. What's worse, only Virgin's broadband can be installed in this apartment. I really hope someone can help me solve this problem.

VM have a "Gone away process" for situations like this where the previous VM subscriber has left the property and has abandoned an active account.It happens lots and often overdue utility bills have been abandoned too.

It's possible that the previous tenant is still in a fixed term contract and hopes to transfer it to another address, rather than cancel it and pay a large fee.

Yes call customer service and tell then that the other personhas "Gone away" and you wish to be able to place a new order.

I can see a reason why the previous user does not want to cancel their account. When you cancel a VM contract you have to pay a lump sum of all the monthly fees up until the contract was due to end. By not cancelling the contract the user is effectively paying off that lump sum monthly like an HP agreement. It would be cheaper this way if they did not have the lump sum and had to borrow to pay it off.

Might be best to Unmark this as a solution until such time as VM have cancelled the previous a/c and accepted your order for a new service.As you are a tenant, remember that VM have 18+ month contracts and that mean you have to pay all of that even of you move out in 6 or 9 months. Early termination fees can be very significant. Don't ignore this in your estimate for what VM will cost for your new home.

The previous tenant is unwilling to cancel his account. What should I do?

12 Replies

Client62
Alessandro Volta
4 days ago
VM have a "Gone away process" for situations like this where the previous VM subscriber has left the property and has abandoned an active account.

It happens lots and often overdue utility bills have been abandoned too.
- Tianyu
  Joining in
  4 days ago
  Thank you for the reply! May I ask how I should start this process？Through the customer service?
  - newapollo
    Very Insightful Person
    4 days ago
    I suggest speaking to the Sales Team on 0800 183 1234. They should be able to check the current account for that address and start the Gone Away process.
    They won't be able to discuss the other account with you due to DPA, and updates will be limited but they may be able to give you a timeframe for the process.
Client62
Alessandro Volta
4 days ago
Might be best to Unmark this as a solution until such time as VM have cancelled the previous a/c and accepted your order for a new service.

As you are a tenant, remember that VM have 18+ month contracts and that mean you have to pay all of that even of you move out in 6 or 9 months. Early termination fees can be very significant. Don't ignore this in your estimate for what VM will cost for your new home.
jpeg1
Alessandro Volta
4 days ago
It's possible that the previous tenant is still in a fixed term contract and hopes to transfer it to another address, rather than cancel it and pay a large fee.
Client62
Alessandro Volta
4 days ago
Yes call customer service and tell then that the other person
has "Gone away" and you wish to be able to place a new order.

Forum Discussion

The previous tenant is unwilling to cancel his account. What should I do?

12 Replies

Related Content

Account Issue

Account - Cable

Email Account Cancellation

Transfer of Account

NTLworld account