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eriksonng's avatar
eriksonng
Just joined
4 days ago

Waited 2 weeks for the previous owner to disconnect, still waiting without internet

I tried to place an order as a new Virgin customer for broadband services and got an email saying an account is already registered with my current address, so Virgin won't be able to process my order. I just moved into this property as a tenant, so the existing account belongs to the previous tenants, who have moved abroad. I called Virgin and explained to them the situation. The first agent said she helped me to fill in a form, and I should get a response within 48 hours. That was a week ago. I kept calling every day and they just kept telling me to wait every time. 

How long do I have to wait while Virgin tries to contact the previous account holder? What happens if the previous tenants are no longer contactable? Do I have to wait until their contract expires, which might be several months or even a year?

I am considering cancelling the order and just set up services with another company but I am worried about Virgin charging me an exit fee.

1 Reply

  • Hi eriksonng 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

    We're sorry to hear about the poor experience you've had thus far and that you're thinking of leaving us 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,
    Daniel