Waiting for previous owners service to be disconnected?
Hello! First time poster so I'm not sure how this works yet but hopefully someone here has some advice!
I moved into a new flat (as a tenant) at the end of last month, and contacted the moving team to get my WiFi moved to my new flat with me
I was told that there were active services at my new address, and would have to wait for the previous owner to cancel in order to get my move started.
I provided proof of residence as requested, and was told this would let them disconnect the previous service.
I didn't hear anything back, so contacted the team again, and was told (on the 31st) that they would "periodically monitor the account", and that it might take 24-48 working hours for me to get an update.
I havent heard anything, and have now been without Internet at home for 3 weeks 😞
Is this normal? I don't want to keep bugging the moving team but I've provided all the information I apparently needed to so I'm not sure what else to do?
I was told they wouldn't be able to pause my contract either, as "we can only disconnect the services at the old address if we can already book the installation across your new address", so I'm basically paying for a month's worth of Internet I can't use 😞
Any advice would be much appreciated! (And thanks for taking the time to read my huge post!)
Hi ylime
Welcome to the community forums
Sorry to hear that you've not been able to move your services over to your new address as there is still an active account.
If an account holder has not advised us that they have moved out, the team actions a 'goneaway' process to try to get in touch with the account holder to see if we can process their move.
We'll need to investigate this further at our side so we can get all the information confirmed and escalate this to the team if needed.
Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.