I have a similar problem. Moved house on 26th Nov. and requested to take my services with me. Because I was moving house I was told I would need to open a new account from 26th nov and my old one would be closed .Been with Virgin, NTL and originally comcast for a lot of years.
On 26th I got a message to say everything was set up to connect and cable pack arrived. I managed to get partially connected but no internet. After speaking to 2 different people that evening we eventually had TV and Internet and assumed everything was in order..
Not been able to check my bills or actual services online at VM.com or the VM app. VM app is still showing waiting for my services to be installed and activated.
I spoke to 6 different people this morning over calls totalling 21/2 hours to try and get resolved. The last one told me that the previous occupants VM account was still live despite me being told by VM and previous tenant that it was closed before we moved in.I was told the account would be closed on 15th and mine totally activated on 16th which would be fine.
I was then put on hold being transferred to someone who could help, another 20 minutes on call then got cut off.
At this point I lost the will to live , I will give it to 16th and then try again.
Since notifying VM of my house move I have talked to many people, firstly to arrange account, then a query to prices not being what was quoted then again twice to sort out the deal I was offered then another 6 today . I actually want to pay virgin for services but looks like they dont know what they are doing.