Forum Discussion

ylime's avatar
ylime
Joining in
2 years ago
Solved

Waiting for previous owners service to be disconnected?

Hello! First time poster so I'm not sure how this works yet but hopefully someone here has some advice! I moved into a new flat (as a tenant) at the end of last month, and contacted the moving team ...
advice needed
moving
  • Carley_S's avatar
    Carley_S
    2 years ago

    Hi ylime 

    Welcome to the community forums 

    Sorry to hear that you've not been able to move your services over to your new address as there is still an active account. 

     

    If an account holder has not advised us that they have moved out, the team actions a 'goneaway' process to try to get in touch with the account holder to see if we can process their move.  

     

    We'll need to investigate this further at our side so we can get all the information confirmed and escalate this to the team if needed. 

     

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

     

Carley_S's avatar
Carley_S
Icon for Forum Team rankForum Team
2 years ago

Hi ylime 

Welcome to the community forums 

Sorry to hear that you've not been able to move your services over to your new address as there is still an active account. 

 

If an account holder has not advised us that they have moved out, the team actions a 'goneaway' process to try to get in touch with the account holder to see if we can process their move.  

 

We'll need to investigate this further at our side so we can get all the information confirmed and escalate this to the team if needed. 

 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.