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charscot's avatar
charscot
Dialled in
3 months ago
Solved

Moving house - The specifics of what happens

Hi

I was due to move to a new house on Friday 28th and this may be moved back a week.

In the meantime I wanted to check the specifics of what happens to aspects of my VM account please.

At present my account is still "live" with a disconnection date for my old address of next Friday the 28th with installation at my new address booked for Saturday the 29th.

If we don't get confirmation of house contract exchange tomorrow then clearly I will have to adjust those dates accordingly.

I have kept my old address "live" so that I can still watch tv via tv anywhere with VM on browsers (we are currently at my mother-in-laws).

So, I have been given a new account number for the new property which as I understand is the norm.

My concern is that I will lose access to my e-mail accounts with VM as they are used obviously for logging in to VM anywhere with Sky etc. Do the e-mail accounts get transferred to the new VM account and if not is there any way to retain them as it seems pretty dumb to have to start from scratch with e-mail every time a person moves location.

Also, when I do move if I do have to start with new e-mail addresses how long before they are recognised for tv anywhere, be it on VM's sites or Sky's ? We tend to have background computer screens logged in to watch sports whilst watching other stuff on tv and intend to carry on this way at our new place and are wondering how long before we can resume this practice after moving.

Finally, we were advised to take our tv360 box to our new place so currently have it in storage in preparation. If the account number is changed will the box recognise the account/does the technician who installs VM at our new place have to change anything to get it working etc ?

Thanks for any help and advice with this. Trying to make the move as smooth as is possible (not worked so far but that isn't a VM issue yet lol) and wanted to try and preempt/be prepared for any potential issues so advice on the above would be greatly appreciated.

  • Kath_P's avatar
    Kath_P
    2 months ago

    Hi charscot, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there have been some issues with your move. As our account numbers are associated with the address itself, as opposed to the person, you would get a whole new account set up. As long as you've not made any changes to your packages though, the contract, price and services will continue and just move over to the new address. 

    In terms of your My VM log in and email accounts, these will be moved over to the new account, at the new address. This doesn't always happen right away as there needs to be a 24 hour gap. 

    If after your services have been installed at the new address, you notice when logging in to My VM that the old account is still displayed, pop back and let us know and we can move things over for you. This isn't something that can be done in advance as the old account needs to be disconnected, and the new account active before we can initiate the transfer 😊

    Hope that helps to explain things, but let us know if you have any further questions.

    Many thanks, 

3 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi charscot, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there have been some issues with your move. As our account numbers are associated with the address itself, as opposed to the person, you would get a whole new account set up. As long as you've not made any changes to your packages though, the contract, price and services will continue and just move over to the new address. 

    In terms of your My VM log in and email accounts, these will be moved over to the new account, at the new address. This doesn't always happen right away as there needs to be a 24 hour gap. 

    If after your services have been installed at the new address, you notice when logging in to My VM that the old account is still displayed, pop back and let us know and we can move things over for you. This isn't something that can be done in advance as the old account needs to be disconnected, and the new account active before we can initiate the transfer 😊

    Hope that helps to explain things, but let us know if you have any further questions.

    Many thanks, 

  • charscot's avatar
    charscot
    Dialled in
    2 months ago

    Thanks for getting back to me and for the comprehensive reply. it is very much appreciated.

     

    As it is our moving date has yet to be confirmed so I have got to get my moving and installation dates changed this week once I have confirmation of the moving date (may only give it a day or two as don't want to not give sufficient notice to VM so may have to cancel the cut off and installation in a day or two).

    Thanks again

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    your actual house moving date will be cast in stone once all the pieces are in place thats the job of your solicitor - your cancellation date at the old address for your VM services should work as arranged - changing it may prove problematic - thats far too complicated for offshore

    your new account at the new address should be in place once you have got the cancellation sorted at the old address

    now you come to the problem bit - unless you know that there is an existing working connection at the new address you are in the hands of the broken VM install system - there are 101 and more reasons that it can go wrong which could mean you will be without a VM connection for days - weeks - months or never - read on here for all the problems when it goes belly up