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Multiple account issues after move cancelled

Tuning in


I've been having a litany of issues with my Account details after cancelling a move, and it's been quite frustrating as there hasn't been any resolution for some time. 

This thread I previously posted gives context to the initial issue: 

I then cancelled this move as the moving date has been changed. This was cancelled more than a week ago, and I was again promised over the phone my old contract would be kept in place and it should be reflected on my account details in 24-48 hours.

Fast forward to now, and I still have a new contract (which I was assured wouldn't happen) and that it's now listed at the wrong address too. 

I've called Virgin's phone support 3 or 4 times and have been told this was an error, it will be rectified, etc but nothing has happened. 

I just want my old contract to be put back so I can access/download it as needed. I didn't want the contract to be extended in the first place, and I was promised many times this wouldn't occur. Now that I've cancelled the move, it still isn't reflected on my account. 

I urgently need this resolved, as I need access to my old contract for a verification process. 

If anyone here can assist with this, it'd be very much appreciated. 


Forum Team
Forum Team

Hi @FW1995 

Welcome back to the community. Sorry to hear that this is still ongoing for you. 

I can see that one of my colleagues is helping you on private message with this concern. I can assure your we'll work to have this resolve as soon as possible for you. If you have any further questions or concerns. Please raise them with the agent on private message so that we can answer you easier and more quicker than we can over public posts. 

Many Thanks, 

Here to help 🙂
Virgin Media Forums Agent

Hello Carley,

Thank you for confirming. I have messaged your colleague and hope this can be resolved.

Happy to help @FW1995 

All the best, 

Here to help 🙂
Virgin Media Forums Agent