Virgin Account issues
Can anyone help, I have been a virgin/ntl customer 20years. I have moved house, instead of moving my package. My account has been disconnected. I have now recieved a new router and new account info. ...
Forum Discussion
Hi Vikki, yes I spoke with someone through chatbox. The biggest issue is I haven't recieved my 360 box and when I attempt to log in or re register on the my virgin media app. It just says the email I can no longer use, is registered to the account.
Thanks for coming back to us Jlt2 🙂
I'm sorry to hear about the confusion in regards to moving your services. You will have received a new contract because we allow our customers to amend their package, or remain at the same price when moving home. It is also updated to reflect your new address with us as we will cancel the services associated with your old one.
In addition, you are also assigned a new account number as it will contain all of the information we need to get the service setup at your new address. Rest assured, your contract and pricing will be manually amended by our Home Movers Team to the original price and end date, if there have been any changes whilst getting you set up at your new address (such as a higher price).
You'll receive a revised contract showing the correct information within 14 days of your move. If you don't receive this after this time or, you still notice a longer contract term or a different price, let us know and we can assist in amending things for you here.
In regard to your TV Boxes, I'm going to send you a private message, so we can assist further with this. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".
Cheers,