Forum Discussion

BaldEagle1's avatar
BaldEagle1
Tuning in
2 months ago

VM Bill for billing period after moving house.

Good Afternoon All

My wife and I moved house on 21st February from Bristol to Bideford in North Devon where Virgin Media are not a provider. After receiving a confirmed moving date, on Feb 12th I called VM Customer Service and went through the whole process of booking a cancellation from February 21st, then returning all our old kit and providing evidence of our new home to waive the early termination fee. Incidentally our contract expired at the end of March 2025 anyway and I was assured with a follow up call on Feb 14th that everything had gone through and been processed.

Today my wife (the old account holder) has just received a letter from BPO Collections demanding payment for a bill for the billing period of 21st Feb to 27th March - the date we moved out... 

So could one of the Forum Team please send me a PM to discuss and obtain the details so this issue can be resolved asap?

Best Regards

Dave  

3 Replies

  • BaldEagle1's avatar
    BaldEagle1
    Tuning in
    2 months ago

    Hello Again.

    Just a quick update and having explored the bill breakdown, the one-off early disconnection fee has been applied, when I was assured that it would be waived as my wife and I only had 1 month left on our contract anyway.

    Best regards

    Dave 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Dave, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with your bills after leaving. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

      I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Many thanks, 

  • BaldEagle1's avatar
    BaldEagle1
    Tuning in
    2 months ago

    Hi Kath
    Having recently returned from holiday, I tried to continue the DM but it would not accept my reply so I've no idea if it was locked after a number of days had elapsed...
    Anyway wife and I returned from holiday last weekend and she has just received another message, this time a text from BPO debt collectors demanding payment...
    Just to reiterate I sent an e-mail to HomeMovers@virginmedia.co.uk on 18th January advising of our impending house move, followed by a further e-mail to this address after our move on 28th February with an attached utility bill as evidence of our new address to waive the early termination fee. As a back-up, I also sent a letter early March with a paper copy of the utility bill to the following address Virgin Media, Sunderland, SR43 4AA. For all 3 of my correspondence, I received no acknowledgement nor a response.
    On your advise I sent yet another e-mail to the above address on Sunday 20th with 2 utility bills attached as evidence and after 5 working days, I have yet again received no acknowledgement or response.
    Having done a search for HomeMovers on this forum, it seems that many VM customers have had this same issue getting no response from the HomeMovers Department and getting billed despite following the recommended procedure by Virgin. Do they even exist? My wife and I have been excellent customers with Virgin Media, never missing a payment for 16 years since joining in 2009. I do not blame you personally but how can such a huge company treat their customers in this way?
    My final question: you state that the Home Movers team emailed my wife so what e-mail address did they use? She has a work address and personal address and having done a search, there is nothing from HomeMovers in either....  
    Kind regards
    Dave