Previous tenant hasn't cancelled their contract

[James112]

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?

[carl_pearce]

You should have received a 'Gone Away Form':

https://community.virginmedia.com/t5/QuickStart-set-up-and/Gone-away-form-received/td-p/5404880

[James112]

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]

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