Homemovers@virginmedia.co.uk inaccessible

[AlexCross1975]

Hi,

I have recently cancelled my Virgin broadband and TV package because I am moving outside the area covered by Virgin. To avoid paying the cancellation fee, I was asked to reply to HomeMovers@virginmedia.co.uk and send over copy of my tenancy agreement. My emails are not being responded to. As a long-term customer of Virgin, I am disappointed that leaving, for no other reason that Virgin cannot supply me, has become such a nightmare. The process of cancelling the broadband with Virgin is unnecessarily stressful.

I have seen on other threads that private messages are being sent explaining how to send documents proving a change of address - why is there a need for secrecy? Moving is a common experience and the process of cancelling a contract should be transparent and straightforward. I am disappointed.

Could somebody please help?

Thank you,

Alex

[goslow · Accepted solution]

Are your emails bouncing back or just not being replied to/acknowledged by VM?

Try the info in this topic

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Proof-of-New-Tenancy/m-p/5234303

While waiting for a VM forum team reply ...

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[AlexCross1975]

Thank you for all that information.. I will check it all out! 😊

[Zach_R]

Hi @AlexCross1975,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear you're not having a great experience regarding moving to a new home that we're currently unable to provide services to. When and how did you contact the team to request disconnection?

The disconnection gets put in place before the evidence of the move to a non-serve property is supplied, so if you're being asked to provide evidence then the disconnection/cancellation will already be pending. What you're disputing as part of the evidence is any early disconnection fees.

Thanks,
 

[AlexCross1975]

Thank you, Zach,

I am happy with the disconnection/returning Tivo box side of things and I have had an email confirming that I will be disconnected on the 26th November. Obviously I do not want to pay out the remainder of my contract or any other disconnection fees. I spoke to a number of people at Virgin who verbally told me to email proof of move to homemovers@virginmedia.co.uk - although none of them actually emailed me with the details. Consequently, I have emailed that address and had no confirmation or reply... should I just cross my fingers and post confirmation of my new address to the Sunderland address mentioned in these forum chats and hope that someone there waives my early end of contract fees?

Thank you!

Alex

[Alex_RM]

Hi AlexCross1975,

so I can confirm a few details with you I've popped you over a private message 🙂

Alex_Rm

[Alex_RM]

Thanks for joining me over private message AlexCross1975,

Glad I was able to help.

Alex_Rm