Moved house and new contract???

[anotherbecky]

I moved house one year ago.  Now I’m struggling to make ends meet and thought I’d come out of virgin as they cannot assist me with reducing my and I thought I’ll go elsewhere.

now I have realised that I’m tied in to a contract that was started when I moved house (overlooked at the time as new house/new job was extremely stressful).  

I was of them understanding I was simply moving my package over.  

what can I do to fix this please?  I’m so stretched with a huge pay cut I simply cannot afford £50.  I called them and they tried to upsell further packages to me - Tv etc.  crazy.  I cannot afford a bigger bill.  I don’t understand why they think an upsell is appropriate at all!!’ 

[jem101 · Accepted solution]

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@anotherbecky wrote:

Snip...

I cannot afford a bigger bill.  I don’t understand why they think an upsell is appropriate at all!!’ 

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Well that’ll be because they are a company whose prime consideration is to make money - just the same as every other company really - just VM can be a bit more ham-fisted about it than most.

OK now when you moved, did you make any changes at all in the services you got, no speed increase, no extra TV channels, nothing added or removed? If you did then, alas, that would start a new 18 month minimum term contract. If not then, yes, moving house does also start a new contract (legally the contract is to provide service to an address not to an individual), BUT, what is supposed to happen is that this contact is manually edited to reflect how much time was remaining on your old one - if you see what I mean? This last process doesn’t always happen properly - which might well be the case here.

Give the forum team a day or so to get to this thread, they will offer to contact you by direct message to get some details and I’m sure they will look into it and make the necessary changes.

[Lee_R]

Hi anotherbecky, thanks for posting and welcome to our community.

Sorry to hear you're having issues with your monthly package price and to hear that my colleagues attempted to upsell you, instead of making your price cheaper.  We're unable to assist with package changes and cancellations on this team. That would need to be via the channels you've previously used.  However, as you've expressed your dissatisfaction, I would like to help you raise a complaint.  I am going to send you a private message.  Please look out for the purple envelope in the top right of the screen.

Regards

Lee_R

[slimboy]

I moved house in may 2022 and was assured my contract was just simply carrying on from my previous address as i had made no changes, well that contract came to an end in January 2023 so today i have gone onto my virgin media account to make changes as i cannot afford the new cost to find i am actually in a new contract that started from the date i moved house back in may last year. I have never received any new contact or agreed to any new contract. The price has changed in January 2023 due to that being the end of the contract so how am i stuck in a contract until November 2023 when the contract has clearly ended because the monthly cost has now gone up. 

[Tom_W1]

Hi @slimboy, thanks for your post although I'm sorry to hear of your concerns raised regarding your home move and contract.

As part of home moves, the contract should stay as it was before the move so I'm sorry this isn't the case for you (as long as no changes have been made as part of this move, to your package)

Please allow me to send you a PM so I can look into things further for you, kindly expect a PM from me to arrive shortly and respond directly when you can!
Many thanks

[slimboy]

Pm'd back.