Forum Discussion

BoltyXS's avatar
BoltyXS
Joining in
8 months ago

BB online order placed but now email saying address has existing active account.

Good Evening. Bought a new house and noticed there are existing cables for VM BB so placed an online order for BB. This was confirmed as being correct so while waiting for the self install kit to appear, notice an email saying there is a current active account at this address and this can't be progressed.

To give a little background, Unfortunately the previous elderly owner passed away so the house was sold as part of the estate. I can only assume that VM were not informed of their passing.

My email says nothing about how to progress this other thana link to chat which was disconneced by the agents.

I've seen posts that mention a gone away form? Is this what i need to get this pushed on and if so, how?

Like most, I could do with getting my BB connection sorted quickly so any advice would be greatfully appreciated.

BoltyXS

 

 

  • David_Bn's avatar
    David_Bn
    Forum Team
    8 months ago

    Thanks for reaching out to us BoltyXS, and a very warm welcome to our Community Forums!

    Sorry to hear of the difficulty faced when trying to obtain our services at your new property.

    Check out the envelope in the top right hand corner for a private message from me, and I'll seek to assist you in progressing with this where possible.

    Thanks,

    David_Bn