MeJustMe
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Re: moving home and being put into a new 18 month contract
The same thing just happened to me and after trying to resolve it on at least 3 occasions via phone and webchat, I had to submit a complaint. I’d be grateful if a member of the Virgin team could assist. This thread is self-evidence of the problem that seem to continue to exist. In April 2023 I've initiated the house move and called VM to see what the options are and for me, it made sense to either cancel or continue with existing contract and I've asked to continue with the existing contract which ends in September 2023. On 29th April 2023, I've received an email that did not match the discussed prices and I've immediately called Virgin Media. During a call on 29th April 2023 I was advised that my contract will be moved to a new address with a move fee applicable and then an existing contract will be transferred to a new account and I can disregard the first bill as this will only be calculatable after full transfer taken place, it was confirmed to me that a one off cost was included for Virgin Media Moving Charge. On 05th May 2023 I've accessed VM online account which was now listing incorrect information (instead of the contract that I was still on). On the same day I've contacted VM via webchat and advised them of this and questioned other charges as these did not add up to what was discussed (e.g. an annual increment that was never mentioned). On 22nd May 2023, we have had an Engineer attending and fixing a physical and technical connection issue at our property. I've contacted the Virgin Media today via chat and still had no appropriate response, instead the last non automated message that I had is stating that I would be transferred to movers team so I can speak to them directly. The conversation began today 22/06/2023 - at 15:26 and ended with me being transferred to 'movers messaging team' 21:02 - automated message: Agents are now coming to the end of their shift but will respond after 8am tomorrow. 2 hours and 59 minutes of wait time between my and VM messages and all this just to be transferred.1.2KViews0likes5CommentsRe: moving home and being put into a new 18 month contract
Good evening, The same thing happened to me and after trying to resolve it on at least 3 occasions via phone and webchat, I had to submit a complaint. I’d be grateful if a member of the Virgin team could assist. This thread is self-evidence of the problem that seem to continue to exist. In April 2023 I've initiated the house move and called VM to see what the options are for me. In our circumstances it made sense to either cancel or continue with existing contract and I've asked to continue with the existing contract which ends in September 2023. On 29th April 2023, I've received an email that did not match the discussed terms nor price and I've immediately called Virgin Media. During a call on 29th April 2023 I was advised that my contract will be moved to a new address with a move fee applicable and then an existing contract will be transferred to a new account and I can disregard the first bill as this will only be calculatable after full transfer taken place, it was confirmed to me that a one off cost was included for Virgin Media Moving Charge. On 05th May 2023 I've accessed VM online account which was now listing incorrect information (instead of the contract that I've still on). On the same day I've contacted VM via webchat and advised them of this and questioned other charges as these did not add up to what was discussed (including an annual increment that was never mentioned). On 22nd May 2023, we have had an Engineer attending and fixing a physical and technical connection issue at our property. Today, I've received my bill, and to my surprise it is still not updated. I've contacted the Virgin Media today via chat and still had no appropriate response, instead the last non automated message that I had is stating that I would be transferred to movers team so I can speak to them directly. In other notes: The conversation began today 22/06/2023 - at 15:26 My total wait time: 179 minutes (total wait for VM messages since my last message) (3 hours without a single minute! and all that for just to be transferred) VM wait time: 26 minutes (total wait for my message since VM response) 15:26 - started 21:02 - automated message: Agents are now coming to the end of their shift but will respond after 8am tomorrow. Can I have some help please?1.2KViews0likes0Comments