New 18m Contract After Nov 2025 Move Despite "No New Term" Confirmation
Hi VM Team, Could you please help with this? During my Nov 2025 move, web chat agents confirmed MULTIPLE times NO NEW CONTRACT. Just transfer remaining term from original contract (29 Aug 2024, 18m min ending ~Feb/Mar 2026, then rolling). I specifically wanted option to cancel or renew at natural end (no extension). They agreed! Transfer went smoothly, but now shows new eContract (start 17 Nov 2025) with fresh 18 months to May 2027 + promo to Mar 2026, against what was clearly agreed and policy for unchanged services. [Can DM original Docs + eContract PDFs + Web chat log might be on pc to]. Could the team kindly help me and fix this by reverting the new term, reverting to original end date? Happy to provide full details privately. Would really appreciate your help! Thanks.121Views0likes4CommentsMoving home
Hi I recently requested via live chat to move house and in doing so I was offered a new contract for 35 pound a month. Now checking my online account it still says my.bills are going to be 64.50 a month now I've talked to online again and they said I would pay off the remaining bill for my current address and then pay for the other flat which is fine. Im just worried I've been hoodwinked in regards to this and I just want someone to be be able to verify I do have this deal that was promised I also kept the chat logs and still have the emails I'm just a tad confused by it.76Views0likes1CommentMoving home, contract renewal with higher price
Hello! Im moving home April 2025, my contract is due on April 2026. Im paying 28£ now ( will be 30£ since next month) and the contract been renewed 18 months, new price is 62£ without notice. The first agent I talked with when I booked for moving date didn't mention this. I only know about this yesterday from the second agent. He after confirmed i still pay 30£ monthly however this morning I got an email and the price is still 62£. I chat with the third agent today and obviously she can't help after 1 hour waiting. I just need to know how much I will be charged after moving in the new house.Waiting on previous owner disconnection before processing order
I have placed a self-install order for a few days after moving in to a new property next week but have now received an e-mail saying there will be a delay in processing as the owners moving out next Monday still have an account at the address. Is there anything VM can do to try and speed up the process of disconnection of old services - will they now contact the current owners to say someone is trying to book an installation for the property? Any help or advice gratefully received as was hoping to have new services set up shortly after moving in.SolvedTrying to move to a new place with VM
Hi there, I am trying to get my account moved to a new address (apartment). The apartment has a VM connection socket already. When I try to select the address of the flat in the drop-down menu of the moving page here (https://www.virginmedia.com/help/moving-home), the drop-down menu shows the correct number of flats for the postcode I am in, but shows "undefined" instead of the flat numbers in the list so that I cannot select the right option. So it shows "undefined, blabla road, towntown, AA1 1AA" instead of "flat 1, blabla road, towntown, AA1 1AA" (obviously those are not the real details). When I enter the same postcode on the VM home page as if to open a new account, then the flat numbers show up correctly and upon selecting the right flat the site confirms that I can get up to 1gb VM internet. How can I get around the error in the moving house drop-down menu and the automated moving bot?125Views0likes6CommentsMoving home and my broadband has been disconnected a week early
I initially spoke online to get my broadband moved over on the 19th of October. I rang back to get this delayed to the 25th which was confirmed by the customers service agent. Suddenly it seems like my internet has been disconnected at 00:15 and I cannot reconnect. It seems like the change of date either hasn't been noticed or there has been a mix up. Id like to get my internet back on. Ridiculous that I spent one hour getting through to an agent to get the dates changed yet here I am with no internet because this hasn't been actioned578Views0likes5CommentsBought a house and I wanted to move my Virgin Media but old owner didn't move the services
Hi there. I'm trying to move my services on the 19th of August to a new house I bought. However, I have been told by the customer services that I cannot do that yet since the old owner didn't move/canceled his services at the property. Customer service says I have to prove I live there. How can I do that? The title deed takes about a year to get update. If Virgin Media is not able to bring my services over there, should I be entitle to a free cancellation off the contract so I can find a different provider? Thanks!701Views0likes4Comments
Existing equipment and moving home
I’m hoping to move home in the next few months. What happens to my Virginmedia router & TV box when I do? i.e. do I return them, leave them for the next occupant or take them with me to the new premises (I will still be under contract with Virginmedia)? I ask primarily because since we were forced onto the digital service for our telephone landline, the phone signal comes via the supplied router and no longer via the very much simpler master telephone socket. A landline is necessary for the property’s burglar alarm to operate. TIA 🐑💤How could I continue my previous contract when I move home? I've been put into a new contract.
Hi, I moved in a new property in last September and I've understood that my contract from previous address has been continued as there was no change in services. However, I've just realised that I've been put into a new contract since I moved in the new property. According to the Terms and Conditions, my previous contract should have been continued rather than making a new contract as I've been using the same services that I received at my previous address. Could I correct current new contract to holding and continuing my previous contract? Please find the following Terms and Conditions below: Section O, Paragraph 5 Where we have agreed with you to continue providing the same services that you received at your current address to your new address and this is during any minimum period, then that minimum period will continue at your new address (e.g. where your services are on a 12 month minimum period, if you move during month 7 of your minimum period, the remaining 5 months of your minimum period will apply for those same services being provided at your new address). Where we have agreed with you to change the services you receive at your new address then a new minimum period may apply for those services and the service start date for that new minimum period will be the date that the equipment is installed at your new address.791Views0likes3Comments