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STVM_qs's avatar
STVM_qs
Joining in
2 months ago
Solved

Waiting on previous owner disconnection before processing order

I have placed a self-install order for a few days after moving in to a new property next week but have now received an e-mail saying there will be a delay in processing as the owners moving out next Monday still have an account at the address.

Is there anything VM can do to try and speed up the process of disconnection of old services - will they now contact the current owners to say someone is trying to book an installation for the property?

Any help or advice gratefully received as was hoping to have new services set up shortly after moving in.

moving home
previous owners
  • Robert_P's avatar
    Robert_P
    2 months ago

    Hello STVM_qs

     

    Sorry to hear of the installation issues experienced with regards to the current tenants and the disconnection of their account. We understand the frustration and appreciate you raising this via the forums, welcome to the community.

     

    To cut a long story short, until the previous account is disconnected and closed we can't set up another account at that address. You can contact the team on 0800 183 1234 but as they aren't able to discuss the other account with you, updates will be limited but they may be able to give you a timeframe for this.

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

    Until the VM account at that address is settled, I believe they will not install any other contract to that address.  There have been many posts here where the previous owners have yet to disconnect/settle and the new owners are left in limbo.  Don't forget even if the leaving owners leave VM in time, there is still the 30 day settlement to be sorted.

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

    Hello STVM_qs

     

    Sorry to hear of the installation issues experienced with regards to the current tenants and the disconnection of their account. We understand the frustration and appreciate you raising this via the forums, welcome to the community.

     

    To cut a long story short, until the previous account is disconnected and closed we can't set up another account at that address. You can contact the team on 0800 183 1234 but as they aren't able to discuss the other account with you, updates will be limited but they may be able to give you a timeframe for this.