Forum Discussion

N34567's avatar
N34567
Joining in
2 months ago

Can't move my Virgin - told my new address is for a business... but it isn't!

Hello.

I'm trying to move my Virgin Media broadband and TV to a new flat, but am being told they can't do it, as the address is registered for a business. 

But the address can be found straight away when using the Virgin Media residential postcode checker, and I called a couple of times a few months back to double check the move would be no problem, before I bought the flat! It is just a standard flat, and no business is run out of it.

The woman in the call centre gave me the business number, but it won't let me speak to anyone. I just want the address converted to residential, so I can have my connection moved.

Please help.

 

Connection
Help
installation
Move home

4 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    29 days ago

    Hi N34567 

    Thanks for posting and welcome to the community. Sorry for the confusion over the address type. I can see you've spoke to the team over the weekend and they did a Back Office form. 
    Please call the Movers team on 150 / 0345 454 1111 option 4 and 3, they should now be able to assist.

    Best wishes.

    • N34567's avatar
      N34567
      Joining in
      29 days ago

      Thanks John! Yes, I spoke with someone who was very helpful, and the matter was raised with her manager. It’s real pot luck on who you get at customer service. She’s meant to be calling me tomorrow to confirm the change has happened and to arrange the home move, but thank you for those numbers. I will call them if I don’t hear from her. 

  • N34567's avatar
    N34567
    Joining in
    24 days ago

    I really don't like complaining, but I asked last Saturday for the address where I'm moving to be changed from a business address to a residential address, and it STILL hasn't been done by the team responsible.

    The request was put in seven days ago. And now I probably won't get to book the move in on the day I need, because the last guy I spoke to said the team that should do it don't work at the weekend! I won't hear anything until Monday at the earliest. Customer service could do nothing for me.

    Seriously close to just cancelling. This really isn't good enough for such a simple change.

    If anyone sees this and can expedite things I'd be very grateful!