Forum Discussion

Kryce44's avatar
Kryce44
Joining in
10 days ago

Moved to new home but old occupant hasn’t cancelled.

on the 20th February I placed an order online for a broadband and tv package for a flat that I was moving into at the end of February. However as there was an active account at the address at the time my order has being placed on hold. I have since moved into my new flat last Friday 28th February and still havent had any progress on my order.  

on the day that I moved in, I met the old occupant of the flat who said they would cancel their virgin media contract that day but so far they still haven’t done this.  

I have phoned the web team and the sales team at virgin media who told me I’d hear back from them this week on an update as they would try and contact the old occupant but I haven’t heard anything back from them. 

I am in the process of trying to contact the old occupant myself but this is an ongoing problem.  

is there anything that I could do that could help solve this problem quicker?  Any help or advice would be appreciated. 

  • Akua_A's avatar
    Akua_A
    Forum Team
    8 days ago

    Hi Kryce44 

    Welcome to our forums and thank you for your first post. Sorry to hear you are having issues when trying to get services for your new home. We can understand the frustration caused and we want to best help from here. Just to confirm, when last were you in contact with our sales team on 0345 650 4545 regarding this? Also, when last did you get any correspondence about your order?

    • Kryce44's avatar
      Kryce44
      Joining in
      6 days ago

      Hey there. I last spoke to the sales team on Monday, who still said that they had no contact from the previous occupier about disconnecting his service. However I have since been in contact with the old occupier who states he arranged to cancel his contract the previous week and is now trying to contact virgin media again but hasn’t been able to get through. The last email correspondence I received was the email I initially received saying my order was on hold, I haven’t received any phone calls from virgin, I have always been the one making the calls. 

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        3 days ago

        Hello Kryce44.

        Thanks for your post. 
        Sorry to hear your services are on hold at your new property.

        This does sometimes happen, especially if the previous occupier doesn't manage to let us know they're leaving.

        Our sales team usually fill a form to request the current account to be closed.

        Do you happen to have any more updates since your last post?

        Gareth_L