Forum Discussion

sunsuns's avatar
sunsuns
Settling in
2 months ago

Previous tenants not cancelled service

Moved into new rental, didn't recieve my broadband on day it was estimated to be delivered and called up asking why - was told previous tenants still have active account so I can't have mine set up. 

 

Was told I would be called back ASAP but have heard nothing since. 

 

Is there any way to speed up this process as I now have no Internet and virgin are the only fibre providers In my area! 

 

I can see from previous posts this is a common  issue yet seems to have no proper resolution . 

4 Replies

  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    2 months ago

    Contact the letting agent and ask them to help sort it out, they should have a forwarding address for the previous tenants.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    I suggest speaking to the Sales Team on 0800 183 1234. They should be able to check the current account for that address and start the Gone Away process. 

    They won't be able to discuss the other account with you due to DPA, and updates will be limited but they may be able to give you a timeframe for the process.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Do be aware the contracts with VM are 18+ months and you will be expected to pay all of that even if you move out in say 6 to 12 months.  VM do not waive the hefty early termination fees just because you or the landlord have a change of plans.

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

    Hello sunsuns.

    Thanks for your first post and welcome to our community.

    Sorry to hear about the delay with your installation.

    Before we look into this, can we ask if you have been contacted yet?

    Gareth_L