Thanks for your post and a big welcome to the forum. It's great having you on board with us in the Community. ⭐
I'm sorry to hear that your partner has had a default recorded on his credit file after moving home.
The quickest way to get this looked at is to raise a dispute directly with the credit referencing agency. They will send the information to us and we will take a look at this, correct anything that needs correcting and we then send the updates directly back.
If you would prefer to raise this directly with us then in order for us to investigate this and look at things, we would need a bit more information from you. Please send a copy of your partners credit file to us along with as much information as possible regarding the VM account and the information you believe is wrong and we can look at the entry for you.
Please note the overall turnaround for a credit file resolution can take up to 28 days from the day we receive a copy of your file. You can send this via email or post to the following:
➡ Email: firstname.lastname@example.org
➡ In writing: Consumer Underwriting Services, Virgin Media, Eagle Court 3, Coventry Road, Sheldon, B26 3RZ
Based on what you've said, it does sound as though the default was correct at the time. If this was the case then it's unlikely the team will remove the default as this would have been correctly added. As mentioned above by japitts though, if it's been paid then the default should show as satisfied or settled as opposed to still owing.
Please keep us posted on how you get on.