Moved house - 18 month contract restarted?

[RodrigoBT]

Hello,

I have moved home to a new address and took my Virgin Media M125 fibre package broadband with me (February 2023) in which Virgin has "created" a new contract. This has caused it to "restart" the 18 month contract (saying it ends in August 2024) that I had with the package even though it should have already ended on the original contract that I have with the original address (that ends in October 2023).

Have this happened to someone else and if anyone from Virgin staff can clarify on this for me, as the contract shouldn't have been restarted as I only had an address move.

Thank you,

Rodrigo

[Lee_R]

Hi @RodrigoBT thanks for posting and welcome to our community.

Sorry to hear of any confusion around your contract.  And sorry for any inconvenience this may be causing you.  I would like to take a look on your behalf.  As providing there were no changes to your package (discounts etc) your contract length should not have changed/restarted. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R

[Lee_R · Accepted solution]

Hi @RodrigoBT thanks for getting back to me privately.  
This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
Regards
Lee_R

[RodrigoBT]

Thanks for getting back to me Lee, and yes everything sorted.

[WLai]

Hi, 

I have exactly the same issue, and I raised this issue since last October in the live chat/WhatsApp chat, and I was told a surpression form was submitted, but till now, it's 6 months, my contract still wrong and not updated, I have contacted the customer service again recently, in last week, I got the email said the form will be processed with in 72 hours, but now is even more than 100 hours, still no update. Today is the 5th time I contact the support in WhatsApp, they just said they will re-file the form again, which is the 4th form already, but the contract never updated......Really want someone can provide real help and not just said a form was submitted, please I need someone can help to process the form... thanks

BR//WL

[Kath_P]

Hi WLai, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having some issues since moving address. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Alex9006]

I'm in the same situation. I changed address and kept same service. The contract was extended without my consent. Can someone help please?

[Alex_RM]

Hi Alex9006,

Thanks for posting and welcome to our community 😊

Sorry there's been some confusion with your contract, so I can take a closer look at this I've popped you over a private message to get a few more details from you.

Alex_Rm

[LTH]

Hi, so, I am also in this same situation.

Joined Virgin in Feb '23 and moved house in July '23 and it seems the contract was restarted, without my knowledge, at this point (so now locked into a contract that ends 6 months after all the discounts stop, unsurprisingly!!)

My bill went from an acceptable £58 to a ridiculous £147.96 and Virgin have stalled and made it difficult for me to get a resolution.

I have spoken numerous times with customer services via both the chat and on the phone and eventually got an agreement that they will reimburse the difference every month until the contract expires.

This hasn't happened.

I would really appreciate if this matter could be resolved. I was perfectly happy with the service, and would have happily continued had I been offered an acceptable deal, however, this experience has left a very bitter taste.

Thanks in adance.

[Daniel_Et]

Hi @LTH 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had and that you feel this way 😔

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.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel