Can I suspend my Virgin Media TV & Broadband

[davidcam]

I was scheduled to move to a new permanent address, but unfortunately, the plan has fallen through at the last minute, and I am set to leave my current house on the 6th of September. Consequently, I am left with no choice but to relocate to temporary accommodation until I secure another permanent address. I am contemplating installing VM at my new permanent residence, provided it is available. Meanwhile, is it possible for me to suspend my TV & Broadband service and then resume it upon moving in, contingent on the availability of VM at my new location?

[Roger_Gooner]

I don't believe that VM does temporary suspensions, but if you find a place served by VM you take your existing contract there for a fee of £20.

[davidcam]

Thank you, Roger. It seems closing my account and opening a new one once I settle at a permanent address might be the best course of action. Since I'm no longer under contract with VM, there are no penalties for account closure. However, I'm concerned about my email address; it's an old ntlworld account, not virginmedia.com, but it might still be impacted.

[Vikki_M]

Hi davidcam, 

Thanks for your post and welcome to our community.

We're sorry to hear the move didn't go ahead for you.

We can't suspend services unfortunately.

Have you scheduled a disconnection with us yet? We do require 30 days notice.

The email account will be closed if the broadband account is disconnected. We'd therefore recommend moving any important mails and setting up a third party email account.  

Please pop back to us when you can.  

[eileenallison]

I tried that some years back, moving from one address to another, VM wasn't in new place(even though I gave them new address,postcode etc) moved in , they set up a date, then discovered cable was not in new address, gave me the runaround trying to get permission from council to have it connected, even though permission was not needed, yes the installer told me that, got permission, sent them copy , still stalked for 2month till it was put in after 3 missed dates, then the told me I had to take out new contract and couldn't use the moving home route, raging was not the word, now i have to haggle with them every 18mths, been a customer 24 years, cant get sky too many obstacles around dish, hence with vm for last 8 years at new address, yeah nothings simple with them, if you get UK operator on phone its a bit easier, but oversea operators not so, good luck

[Akua_A]

Hi @eileenallison,

Welcome back to our community forums and sorry to hear you had this experience with us regarding your house move. We want to assure you that this is not the level of service we look to provide and we want to do our best to help. We truly want to provide the best experience possible. We will take your feedback onboard and pass it on to the relevant team. If you are unhappy with your package price or service, please let us know and we will be happy to further look into it for a resolution. Thanks,

[eileenallison]

But late now eh, it was 8 years ago as stated on post

[Akua_A]

We can understand your frustration and we only want to do our best to help from this point on. If you have any recent issues, we would be happy to look into them for a resolution

[davidcam]

I have just had a chat conversation with VM customer services during which I was offered the possibility to have my account suspended for 3 months so it seems that suspending an account is possible. "instead of cancelling your account we can freeze your service/s in the next 3 months."

I came to the conclusion that closing my account was the best option for me, but it seems suspension could be an option for others.

[newapollo]

---

@davidcam wrote:

I have just had a chat conversation with VM customer services during which I was offered the possibility to have my account suspended for 3 months so it seems that suspending an account is possible. "instead of cancelling your account we can freeze your service/s in the next 3 months."

I came to the conclusion that closing my account was the best option for me, but it seems suspension could be an option for others.

---

Unless it's been changed recently the account suspensions (generally referred to as a Time Out) can only be processed via the homemovers team..

The Time Out option is usually available for between 3 to 6 months and this is only allowed in times of house damage such as flood or fire, and fir an account has been open for more than 6 months. There would still be a significant reduced package cost to keep the account open for three months.