Forum Discussion

NHau's avatar
NHau
Joining in
2 months ago

Automatic new 18 month contract when moving

Hi there,

I just moved from one flat serviced by Virgin to another flat also serviced by Virgin so I only had to bring the old router and register the move. However, after receiving the documents, I can see that I now have got a new 18 month contract with a significant price increase taking effect in a couple of months. My old contract did not have this increase and I was not made aware of it when registering the move online. In the Terms documents it states: “If you move home during your minimum period and we have agreed
to continue providing the same services at your new address then your minimum period will continue (e.g. where your services are on a 12 month minimum period, if you move during month 7 of your minimum period, the remaining 5 months of your minimum period
will apply). In all other circumstances a new minimum period may apply”. 
I was talking to someone from the support team who could not give me an answer to why I got a new contract because “this was made online by the system”.

Now I am caught in a contract where 12 of the 18 months is more than I can afford and I feel completely scammed. I guess since I now have a new contract I also have a 14 day cooling period to cancel the services but I was actually happy with Virgin so it would be a shame to shift to someone else. What to do?

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    wait for staff here - hopefully they will sort it - you are correct in your thoughts that there should have been no new contract or there used not to be

    afaik there is a £20 charge for the transfer and your contract carries over - that may not be true if you change your package

    but whats happened is certainly not the 1st time and is pretty typical of the offshore numpties 

  • Elm's avatar
    Elm
    On our wavelength

    This is interesting; I've just moved house as well and seem to have been given a new contract, despite still being in the original contract term.

  • Hi NHau 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about what's happened and that you feel this way 😔

    In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

  • Hi NHau, thank you for speaking to us via private message.

    If you have any further issues or queries, please don't hesitate to contact us.

    Regards,
    Daniel

  • Virgin unilaterally placed me on an 18 months contract because I moved and then double the monthly fees.I have an old contract that is left 6months and i did not upgrade or change any package.I have been chatting them online and even on the phone but moved from one agent to another. I do not want a new contract please and cannot afford it.

    • Ikenna's avatar
      Ikenna
      Just joined

      Update, I got hold of an agent that said it is now corrected and will reflect on my bill that will come next week.Looking forward to it and will drop an update here next week.