New contract without consent when moving house

[georgek2]

Hello. I see that this is a common issue and some others have had resolution through this forum so giving it a try. I have already spent over 2 hours on phone last week trying to resolve this. At the end of those calls I was told it was resolved but when checking my account again today nothing has changed.

In September 2022, I entered an 18-month contract with Virgin Media, which was scheduled to conclude in February 2023 (next month). I moved home in the beginning of October 2023 so I contacted Virgin Media to move my existing contract to my new address.

As I was under the impression my contract will end next month, I recently enquired about cancelling the service from that date forward due to the steep increase in price. I was told that in fact I had entered my current contract in October 2023 and had a contract until April 2025 so if I wanted to cancel I needed to pay a fee. On top of that my monthly fee had jumped from 17 to 49 per month, starting from my move date, even though I was still within the 18 months from my initial contract (and I had not agreed to a different 18 month contract at almost triple the price!)

I spoke to 7 different people on the phone last week explaining this. By the end I spoke to someone who explained that it is normal for the change of contract to happen when you move but that the movers team has to switch you back to your old contract after the move, which seems like it had not happened in my case. They said they spoke to their manager and that they confirmed my contract dates had been changed back to the original dates and that I would get credit back for the extra payments I was making each month.

I was told to expect an email confirming all of the above and a call back on Monday(yesterday) to discuss my cancellation as it takes some time for the system to update after these changes.

By the end of Monday I had no email and no phone call. When I logged into my Virgin account and check my bill/contract pages nothing has changed.

Is there anyone in this forum that can please help with this matter?

[Reece_MH]

Hi georgek2 👋

I'm sorry to hear about the trouble you have had in regards to moving your services. You would have received a new contract because we allow our customers to amend their package, or remain at the same price when moving home. It is also updated to reflect your new address with us as we will cancel the services associated with your old one.

In addition, you are also assigned a new account number as it will contain all of the information we need to get the service setup at your new address. In the majority of cases, if you have opted to keep the same package, the contract and pricing is manually amended by our Home Movers Team to the original price and end date, if there have been any changes whilst getting you set up at your new address.

You should have received a revised contract showing the correct information within 14 days of your move. I'm going to send you a private message, to look into this further. Please look for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,

[georgek2]

Hi Reece,

Thanks for your message. I did not want any changes to my contract or service. I only wanted my service to be moved to the new address. The manual changes you describe after the move never happened in my case it appears. I never received a revised contract 14 days after my move.

I await your private message. I've just checked the messages area and I don't have any new messages.

BW
George