Moved house and contract was restarted

[MMisiunas]

Hi there,

I recently moved home (in december) and had my services moved with me. While I spoke to a friendly agent online, they assured me that my contract would continue as normal as I was a few months into it. 

They explained the system was a bit funny so it may take some time to update. I let a week or two go by, and the contract showed that it began on the 15th of December. I then contaced the movers team and they let me know that my query will be sent to the admin team and I'd get an email when the correct changes would be made but I've yet to recieve anything. 

Just posting this here to see if anything can be done or if anyone can help? Just don't think it's fair to restart a 18 month contract if I've specifically been told that my contract would continue 

[Ilyas_Y]

Hey @MMisiunas Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the contract restarting post house move.
The team setup a new contract, the nearest one to your previous one and make the changes to get it the same.

Sometimes these issues do occur but I can get this resolved for you, I will send a private message to do so.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @MMisiunas on the Virgin Media forums. 👋🏼

I'm glad to say that we have arranged the contract dates to be changed.
As advised, later on this will be completed as we have sent off the request form, I will reach out to you to confirm when done.

Let us know if you have any other queries and we'll assist where we can.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @MMisiunas on the VM forums. 😇

I'm glad to confirm we have managed to change the contract date!
The details of which can be found within our chat.

Let us know if you have any other queries and we'll assist where we can.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @MMisiunas on the Virgin Media forums! 👋🏼

I'm glad we have been able to assist and support you in this query.

I am pleased to say we have modified the contract so that the correct date is on there for the end date. However, there were some issues in relation to the length of the documented information, to which we have found an alternate solution as mentioned in our private chat. We were able to send out a written confirmation.

Let us know if there's anything we can do for you and we'll support where we can!

Kind regards,
Ilyas.