Hi all' we are moving home soon and i have informed the virgin media team via live web chat and after i told them my new address etc i have been sent a new 18 month contract' i have not long just been put into a new contract back in march which is for broadband only deal' i have a new account number too' is this the norm for moving house as i have not changed my broadband package thanks.
dean.
Hi deano2012,
Thanks for your post. Sorry to hear about the confusion in regards to moving your services. You will 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 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.
You can find more information regarding moving home here.
Cheers,
Hi Dean,
As per the help page that Reece_MH pointed you to.
"What happens to my contract when I move?
i called customer services yesterday and the guy who i spoke to said i dont even know why they have put you into a new 18 month contract just because of moving home and have not changed my deal on broadband only.
Hi deano2012,
Thanks for coming back to us on this one.
As mentioned above, you would receive a new precontract due to needing one for your new address however the contract term itself would be removed and will just be a continuation of any contract you have at your current address.
As long as the package is the same then the price should remain the same too.
If after moving, you notice a longer contract term or a different price, let us know and we can amend things for you here. It is worth noting that your first bill may be slightly different though due to pro rata charges, one month in advance plus any adjustments from your previous address final bill.
Let us know if you have any further questions.
Thanks,
The same thing has just happened to me.
A simple house move and Virgin have sent me a new 18 month contract with a price.
I don’t understand how I can move other services like my Mobile Phone company, energy provider, water provider, car insurance and none of them companies made me start an 18 month contract again, I should only have 6 months of my virgin contract left
Hi CG1682,
Welcome to the Community and thank you for posting.
I am sorry to hear you are experiencing issues with your contract since moving home, we will do all we can to help.
Can you please confirm if any changes had been made to the package or if a new deal was agreed to prior to moving?
Thanks,
Hi Nat
No changes to the package or offers of a new deal.
I just wanted a simple process of moving my existing services and contract moved over to my new address.
Regards,
Chris
Hi There,
I have also had the same issue. Moved address and I have been put on a new 18 month contract at £66 rather than my current one at £29 carrying over.
Is anyone able to assist?
Thanks
George
Hi georgeh3nry,
Thanks for your post, and a warm welcome to our Community Forums.
I'm sorry to hear you're seeing a similar situation where your contract is different to the one you were carrying over. As mentioned further up in the thread, you will have received a new contract because we customers can 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 your old one.
If you keep the same package when moving, your contract will continue as normal. Within 14 days of moving, our Movers Team will update your contract back to its original date, and pricing (if necessary). Have you received the first bill since moving?
Cheers,
"If you keep the same package when moving, your contract will continue as normal. Within 14 days of moving, our Movers Team will update your contract back to its original date, and pricing (if necessary). Have you received the first bill since moving?"
This still hasn't happened for me, and I moved at the start of December without changing my package. I have been in touch with a member of the forum team who says it has been fixed but there has been no change to my contract or account that I can see. Should I wait for my next bill?
It looks like Virgin have done the same to me, pretty cheeky.
My contract should be ending next month, i have gone to check that today, but it seems due to a house move in January my contract has started again for 18 months until 2024! This would not be so bad, if in fact my discounts are still due to end next month, but it appears they are.
I made no changes at all to my package.
Can someone at Virgin please contact me to discuss? Its not on to begin a new contract without my consent.
Hey jimmynels,
Welcome to the Community Forums and thanks for the post.
Sorry to hear about this mishap with your contract, as per the Terms and Conditions when moving house you do enter into a contract but we would keep the price the same for the full 18 months of the contract. What we will need to do in this case is invite you into a private message so we can confirm some details from you. If you haven't used our private message feature here before the way to do so is to go to the homepage and click the purple envelope in the top right hand corner.
Speak to you soon. Joe
Did they get this sorted for you?
I've got a house move coming up in the summer and wondering if it would be easier to just cancel now under the price change options.
Hi seanusx,
Thanks for posting in the Community. We're sorry to hear you're looking at cancelling.
When moving to a new address, if we are able to supply the new address and everything is kept exactly the same then your contract will continue and end on the same date as previously agreed. A new contract is only given if you make any changes such as to the package or by accepting a new promotional offer.
If you are moving to an area that we are unable to install due to not being available then as long as you provide proof of your new address then we will remove and early termination fees for you. You can read more about moving home here.
Let us know if you have any further queries or questions.
Many thanks,
Exactly same thing happened to me. My contract started in August 2022 and was supposed to end in February 2024. I’ve just checked and when I moved home in February 2023, I was sent new contract and I’m tight up in another 18 months contract ending August 2024. I had so much issues with this move and spent lots of time on the phone and on the chat with totally unhelpful people. I had yodel courier “not able to find the block of flats” and after spending hours on the phone with virgin media when I was told they don’t know why new router was sent and the old one should work (it didn’t) and someone made mistake with the whole procedure, after a few days yodel delivered finally the new router and I was able to connect the internet. I have lost a few days of work because of that. Because of all that mess I totally forgot to read new contract but I was assured nothing will change from my other contract (and then I actually found out I will be paying more and there is nothing they can do about it). I will have to move houses soon due to unforeseen reasons and I am literally sick that I have to deal with all of that again. I would prefer to end the contract (and sign with other company) and even pay the outstanding amount but now it’s £600! Can someone please contact me and help to sort it out? I’m scared to call again as it takes huge amount of time and results with nothing.
dejannaa wrote:Exactly same thing happened to me. My contract started in August 2022 and was supposed to end in February 2024. I’ve just checked and when I moved home in February 2023, I was sent new contract and I’m tight up in another 18 months contract ending August 2024. I had so much issues with this move and spent lots of time on the phone and on the chat with totally unhelpful people. I had yodel courier “not able to find the block of flats” and after spending hours on the phone with virgin media when I was told they don’t know why new router was sent and the old one should work (it didn’t) and someone made mistake with the whole procedure, after a few days yodel delivered finally the new router and I was able to connect the internet. I have lost a few days of work because of that. Because of all that mess I totally forgot to read new contract but I was assured nothing will change from my other contract (and then I actually found out I will be paying more and there is nothing they can do about it). I will have to move houses soon due to unforeseen reasons and I am literally sick that I have to deal with all of that again. I would prefer to end the contract (and sign with other company) and even pay the outstanding amount but now it’s £600! Can someone please contact me and help to sort it out? I’m scared to call again as it takes huge amount of time and results with nothing.
Firstly, I am so sorry to hear of the distress this episode has caused you, something, incidentally, which would mitigate in your favour, should you decide to escalate this issue to the Industry Ombudsman, not that this will be necessary, as I’m sure that a member of the forum team will respond in due course and offer to sort this all out seamlessly. Otherwise, they really do know where this will end and what the outcome will be; hint, not good for VM!
Firstly, just so you are aware of the legality here, when you sign up, you and VM have a contract to provide a service to a particular address for a minimum of 18 months, NOT to you as an individual. So, in theory, if you move, then, tough, you still need to pay them or fork out for an early disconnection fee (EDF). However, VM have a policy, whereby if you move within the 18 month period and take your existing contract with you, and, critically, make no changes, then yes, a new 18 month contract is generated, BUT this contact should be altered to reflect the conditions of your old one, ie the end date should be changed to match the end date of your existing contract.
Now for some reason, and a cynical person might think this was deliberate to try to ‘trap’ customers into paying more, or possibly, simply a case of institutional incompetence, this doesn’t seem to always happen. Apparently it requires a ‘manual’ intervention by a manger to ‘adjust’ the contract - (you know what, considering how many times this issues comes up, I’m beginning to tend to the ‘deliberate attempt to defraud customers’ .side of the argument, surely no company can be this incompetent and still be in business, can they?).
But I digress, what you need to do is raise a formal complaint, and probably do it in writing to their Sunderland office, let the complaint be fobbed off and then escalate it to the industry arbitration service - and when and if that happens, then do post back on here first for further advice or how to best frame the complaint!
However, none of this will be necessary, because as mentioned above, the eventual outcome won’t be good for VM so I’m sure that a forum team member will get involved (won’t you) and, mysteriously, sort it all out, something that seems to be beyond the ability of what is, laughingly, regarded as a customer services provision!
Hi dejannaa 👋
Thanks for posting, and welcome to our Community Forums.
We're sorry to hear you're experiencing some issues since moving home, and taking your services with you. I'm going to send you a private message so we can work on getting this resolved.
Please look out for it in the top-right, purple envelope.
Thanks,
Hi all,
Same thing happened to me and I have just learned that I am enrolled in a new 18 month contract with the move. This was not not mentioned anywhere and it is COMPLETELY WITHOUT MY CONSENT. I’m going to lose my discount at the end of previous contract and the bill is £59 a month which is much more than I was paying,. Within the chat with the agent I specifically stated that I do not want any of my services changed, just simply changed to my new address.
Could someone please help me to sort this out? My original contract end date is June 2023.
Hi janebright,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you have been having issues with your contract since your house move. We can understand the frustration caused and we want to best help. For this reason, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.
Thanks,
Hi, I was hoping to jump on the back of this existing thread. I just arranged a house move on the Live Chat today, scheduled for 10 June. During that conversation I was told my contract would stay the same and I would just move the existing Virgin hub with me. However, I have now received a new contract starting another 18 month period and a text saying Yodel will contact me about the new package. I also have been given a separate account number from the one I’ve had for the past four years. I’d be grateful if a member of the Virgin team could assist? I could be misunderstanding, but it sounds like I’m being given an entirely new account / contract rather than just moving anything.
best wishes
Hello Llmthommo,
Thanks for jumping on this thread and welcome to our Community.
Sorry to hear you are needing to query your new package after booking in a house move.
This will happen if the package you had cannot be moved over and we have to start a new one.
I'd like to take a look into this for you and see what has happened.
If you don't mind, I will need to send you a private message to pass security.
If you can check your envelope at the top right of your screen that would be great.
Regards
Gareth_L
Good evening,
The same thing happened to me and after trying to resolve it on at least 3 occasions via phone and webchat, I had to submit a complaint.
I’d be grateful if a member of the Virgin team could assist.
This thread is self-evidence of the problem that seem to continue to exist.
In April 2023 I've initiated the house move and called VM to see what the options are for me. In our circumstances it made sense to either cancel or continue with existing contract and I've asked to continue with the existing contract which ends in September 2023.
On 29th April 2023, I've received an email that did not match the discussed terms nor price and I've immediately called Virgin Media.
During a call on 29th April 2023 I was advised that my contract will be moved to a new address with a move fee applicable and then an existing contract will be transferred to a new account and I can disregard the first bill as this will only be calculatable after full transfer taken place, it was confirmed to me that a one off cost was included for Virgin Media Moving Charge.
On 05th May 2023 I've accessed VM online account which was now listing incorrect information (instead of the contract that I've still on).
On the same day I've contacted VM via webchat and advised them of this and questioned other charges as these did not add up to what was discussed (including an annual increment that was never mentioned).
On 22nd May 2023, we have had an Engineer attending and fixing a physical and technical connection issue at our property.
Today, I've received my bill, and to my surprise it is still not updated. I've contacted the Virgin Media today via chat and still had no appropriate response, instead the last non automated message that I had is stating that I would be transferred to movers team so I can speak to them directly.
In other notes:
The conversation began today 22/06/2023 - at 15:26
My total wait time: 179 minutes (total wait for VM messages since my last message) (3 hours without a single minute! and all that for just to be transferred)
VM wait time: 26 minutes (total wait for my message since VM response)
15:26 - started
21:02 - automated message: Agents are now coming to the end of their shift but will respond after 8am tomorrow.
Can I have some help please?
Hi, I've also had this issue. My original contract expired this month a long with the promotional offer. When I've had a look at my latest bill I noticed we were put on a new contract 18th month contract when we moved house in May. We haven't changed bundle so assumed the contract would be expiring in September
Hi RickO94,
Thank you for reaching out to us in our community and welcome, sorry to hear your contract was re-added when you moved which you were unaware of, if there were no changes in price/ equipment then the original contract should have continued if the move was added correctly.
So I can have a look into this for you I will send you an invite into a private chat, please look out for the white envelope to accept.
Regards
Paul.
I moved home and was given a new 18 month contract despite keeping the same service and being out of contract. Please can someone assist?
Hi mr_superhaggis,
Thanks for your post and welcome to the community.
Can I ask just to clarify what was left on your contract term?
Also are discounts due to expire within the same timeframe?
Let us know,
Hey Kain_W, my 18 month contract had ended way back in September 2021. I told the VM agent on the phone when I was arranging the home move that I didn't have a contract and wanted to keep it that way.
I only discovered I had a new 18 month contract when I finally worked out how to access my new account online by following guidance from other customers on this forum.
