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James112's avatar
James112
Joining in
9 months ago

Previous tenant hasn't cancelled their contract

I am a new customer who moved into a new house last week. I expected delivery of my quick start package, but received no update and it never arrived.

I called the support line who told me there is an active connection under the previous tenant's name and I need to wait for them to cancel before I can get online. They refused to give a precise time frame and suggested this might take weeks.

I urgently need a connection for remote work; I have proof of ownership and just need to use my service. How can I proceed?

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    • James112's avatar
      James112
      Joining in
      9 months ago

      I was never sent a gone away form, or anything else, despite calling the support line. Is there a number I should call to make progress with this?

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        9 months ago

        Hi James112 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

        We're sorry to hear about the poor experience you've had 😔

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Thank you for your support carl_pearce 👍

        Regards,
        Daniel