We recently moved house and simply wanted to transfer our existing package over to the new property (which had previously had VM services). My understanding was that as I was keeping the same package - no additional channels or broadband changes - the transfer of service would be done under the same contract terms i had at the previous property. The install was done on Friday and I now find I’ve got a new 18 month contract. Everything I have read on the website indicates there would be no change to the contract term if you were simply transferring the services like for like. Can anyone confirm whether I’ve got this right? I feel like I’ve lost any benefit of being a long-standing customer and seeing my contract out, yet at the same time have none of the benefits associated with being a ‘new’ customer which having this contract makes me feel. Thanks.
Thank you for reaching out to us in our community and welcome, I am sorry to hear you have been put in a new contract after moving when you have advised everything is the same.
When moving as long as you have kept everything the same including the price this just just carry on from your previous contract however if there were any discounts added or any new equipment installed this will start a new contract.
Thanks for taking the time to reply Paul. What you say matches my thinking exactly. I have spoken to someone at VM and they gave me a line that 'we always give a new contract when a customer moves address' so this is now going down the official complaint channel. Although that's a bit of a joke - might not get a reply for 28 days but my cooling off period ends after 14, so I have to stick with VM just to get an answer to my complaint.