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Re: Email address to send proof of house move to

Lizzywizzy
Joining in

I have been trying to do the right thing to let VM know I am moving out of a VM area for the past 2 weeks, both over the phone and whatsapp.  I have currently been transferred to whatsapp again and have been waiting for a response since 11.30am this morning, it's an absolute disgrace.  As if moving house is not stressful enough! can someone advise me what to do.  No point trying to call the home movers team as no one answers. thanks 

1 ACCEPTED SOLUTION

Accepted Solutions

em-heaton
Joining in

@lizzwizzy I had this problem 2 years ago when I was trying to move to. Don't bother writing to them they will just ignore that too. The best way to get it sorted is just ring the complaints team and make a complaint about the awful process. I managed to close my account that way as someone always rings the complaints line. Be prepared you may have to have an argument. Hopefully you get sorted!

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9 REPLIES 9

John_GS
Forum Team
Forum Team

Hi @Lizzywizzy 

Thanks for posting and welcome to the community.

Sorry to hear of the experience contacting the team.

We don't do cancellations via the Community so it's not something we can book in for you.

Please either;

Call: 150 / 0345 454 1111

Whatsapp Message: +447305 327 112

The team will assist you asap.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

I've been trying all that John but nobody is picking up or responding on WhatsApp.   I've been in the WhatsApp chat since 11.30 am today, it's now 18.45.  That's not acceptable is it? How is one supposed to cancel if you cannot speak to anyone to cancel? 

Thanks for coming back to me @Lizzywizzy 

I appreciate that, the team are busier than normal but will answer asap. 

Failing that you can also write to us - Virgin Media, Sunderland, SR43 4AA.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

em-heaton
Joining in

@lizzwizzy I had this problem 2 years ago when I was trying to move to. Don't bother writing to them they will just ignore that too. The best way to get it sorted is just ring the complaints team and make a complaint about the awful process. I managed to close my account that way as someone always rings the complaints line. Be prepared you may have to have an argument. Hopefully you get sorted!

Thank you that's really helpful.  Ironically I am really good friends with a lady called Michelle who was head of UK Customer services for VM but has now moved on, I always had to go through her to get anything done which is just ridiculous!  She will still be my last resort if I don't get any help.  Glad to be leaving VM to be honest, the broadband is great but the customer service is awful. 

Hi @Lizzywizzy 

You can also let us know of your home move through the online chat here. The responses are not instant but the team will respond when available. 

Here to help 🙂
Virgin Media Forums Agent
Carley

thanks Carley I went through that several times already, then to whatsapp where i was stuck for OVER 7 HOURS and then had to go to bed. Really is a joke. Will try again when I have time, I've kept all my evidence and screen shots of my attempts so if VM even try to charge me after I've moved I will be well prepared.

My apologies for this @Lizzywizzy 

Please do keep us posted with how you get on. We are not able to action any home moves over community and you would need to speak with this time to get this all arranged for you with the account. 

Here to help 🙂
Virgin Media Forums Agent
Carley

The best way is to STOP paying them - cancel direct debit. You can also go on twitter and contact VirginMediaHelp - do this in public - so they document their advice. You do need to put something in writing, so you can send a recorded signed for registered letter to their head office - address  to Lutz Schuler - the CEO. The head office is in Hammersmith, Griffin House, 16 Hammersmith Rd, London W6 8BS. There is another office in Reading 500 Brook Drive, Green Park Berks RG2 6UU. You need the postoffice signed and registered service.