Showing results for 
Search instead for 
Did you mean: 

Virgin Media started a new contract when I moved home instead of moving my current contract

Joining in

I created an account and agreed to an 18 month contract in September 2022 for £29 a month which would raise to £50 a month after the completion of the contract in March 2024.

(Here's an example of a bill email)

Screenshot 2024-02-06 at 13.47.02.png

I have today contacted support in order to adhere to the 30 day cancellation for the end of my contract, although I was looking to actually renew my services with Virgin Media and realised that when I moved home in May 2023 that Virgin Media created a new account for me and when doing this started a new contract from that date without my permission.

The issue now is that the promotion is still applied to that new contract and expires on the original EOC in March, however my contract now runs until November 2024 meaning I am now in contract for an extra 8 months at the increased price.

I am currently into my 3rd hour of speaking with Virgin Media via the chat service in which I am getting nowhere. I would much rather call but as I have a 5 month old baby that needs my attention I cannot and I'm just getting very generic scripted responses and they've even got my name wrong.

Can someone point me in the right direction to have this sorted?

Here's some of the chat examples:

2a8e8f6e-5b46-4591-b992-5b0b1db7406a.pngScreenshot 2024-02-06 at 13.56.51.png


Forum Team
Forum Team

Hi 90HHW,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the change after the house move. 

I am happy to take a look into this for you. 

I will private message you now to confirm your details.