Waiting for previous owners service to be disconnected?

Hi,

I bought a flat almost a month ago. I logged with VM would be moving that weekend to transfer the services across. Was told I would get sent new equipment. Then at the end of the call they tell me there is active services and they can’t process the move and I need to wait 24-48 hours for them to call me back.

I never heard anything back so I phoned again, told the same thing to wait 24-48 hours. And again when I tried a further time. 

I’ve provided evidence that I own the property. Submitted a complaint too. 

to be honest I’m really fed up with how awful the virgin media support is. It should be such a simple move, I provided evidence that I’m the owner. That surely should be enough?

At this point, I’d like to just cancel the contract, without an early termination fee as I’m fed up of waiting. I need the Internet to be able to work from home. 

Would appreciate any advice!

If Virgin Media refuse to cancel my account, I’m going to report to the ombudsman, as I find it ridiculous that even with proof they won’t just transfer my services. 

I can see that there’s lots of people online having the same issues so would appreciate knowing if anyone found a resolution.