Unexpected New Contract After Moving

Hi Virgin Media Team,

I’m hoping you can help me resolve an issue with my broadband contract. I’ve been a loyal customer and was happy with my original M125 Fibre Broadband deal from October 19, 2023 (£26.50/month until April 18, 2025, then £49/month). When I moved flats in October 2024, I brought my service with me. The new flat had Virgin lines, you sent a box, I plugged it in, and it worked immediately—same service, no issues.

However, I’ve now discovered that moving started a new 18-month contract on October 18, 2024. My bill is £28.83/month until April 18, 2025, then jumps to £53.30/month until April 2026. I wasn’t told during the move that this would happen, and I assumed my original contract would continue since the service stayed the same. Your terms say that if the same services are provided at a new address, the existing minimum period should carry over—so I’m confused why a new contract was applied.

£53.30/month is too expensive for me, and I’d like a solution. I’ve seen a competitor offer 150Mb fibre for £26.13/month, and I’d rather stay with Virgin Media, but I need a more affordable rate.

I’d really appreciate a clear explanation and a fair resolution. If this wasn’t communicated properly during the move, I’d like that addressed too. Thanks in advance for your help—I’ve always valued your service!

Thanks,
Josh