Moving house - dates and billing

[Mugz47]

I am moving on 5th November, gave Virgin plenty of notice and installation date set for 6th. I now have a message installation will be the 16th which is very bad, after moving there is a lot of communication needs doing. The email says go on app and change appointment if not suitable, so I do. My account now says restricted as money owing - now, I pay by direct debit and have never missed a payment and can see money has been taken. Now, as my account is now restricted I cannot access much on their at all. Tried the chat and waiting is over an hour, so I am stuck. So all the blurb online of easy moving etc please take with a pinch of salt, this is slowly becoming a nightmare.

[MOD EDIT: Subject title changed for clarity]

[jbrennand · Accepted solution]

Call the Pre-installation and delivery team on 0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun. and see what they can do

[Mugz47]

Thank you, will try. Very disappointed having these problems before even moved, yet plenty of notice was given. Even more annoyed says account restricted as non payment, I would guess it is to do with moving as going out of area, but why restrict? Gone from 500 to 47 speed, and as anyone knows, there is a lot to sort out online before and after moving.

[Matthew_ML]

Hey Mugz47, thank you for reaching out and I am sorry to hear this.

If this is showing as none payment I would advise contacting the collections team on 0345 454 1111, this could be from an older account maybe?