Trying 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?Moving 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 actionedBought 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!
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.Moved house - 18 month contract restarted
I need your help to cancel my contract, I'm being required to pay early disconnection fee and I don't believe I should. In January 2024 I moved back to my family home, so I've been trying to cancel my Virgin Media contract as I've no need for it. I've been on the same package for almost 3 years now, so I had way surpassed the 18 months minimum term... Problem is, I moved house before, back in Jan 2023 (with only 4 months left on my minimum term). I simply requested an address change, I kept my package and everything else the same. To be honest, I was downsizing so I said I didn't need this strong a WiFi but on the phone they said to keep it (that I was on such a good deal I'd be paying more for less strength!) So my package stayed the same (Gig1 Fibre Broadband). But when I moved I was given a new contract. The new contract says "You bought Gig1 Fibre", even though the last one was also Gig1 Fibre + the same price. But another 18 months of minimum term began and I now can't leave without a fee until August 2024... I saw Kieth from the Forum Team wrote this: "When moving home, as long as you keep everything the same, then your price and contract term would continue. The only thing that would change is your first bill as you are effectively starting again with a new account." This applies to me. But I've not been able to sort this out in spite of calling customer care, after much to and fro they have said they'd investigate and call me back on certain days. But they've not followed through with these calls. I've now already lost upwards of £200 in monthly payments for broadband I don't use anymore waiting on a response. In an ideal world, if you can get me a refund for these (or any payment made after the day I first called VM customer care to attempt to cancel) then that'd be most appreciated. But just being able to leave this contract would be enough.Moving home with Virgin is a nightmare
I just raised my second complaint with Virgin today cause noone was able to fix my bill in the last 4 weeks and the bill is £125 instead of £34! and imagine this when you are on direct debit and you are on a tight budget and you must pay the triple of what you should do cause someone made a mistake and noone is able to fix a simple mistake on the bills. They just put me on a new £60 contract without my consent when we moved, even when I asked the lady 3 times when I let them know we move to make sure my contract wont be changed when we move. And she said no absolutely not I don't need to worry It's so stressful that I decided to leave Virgin today, I rather pay couple of pounds extra but I know if there is an issue someone is there to support at least. My direct debit is due in 3 days I had to cancel the DD from the bank cause noone is able to afford their mistakes and negligence. And again this might affect my credit score because of an incorrect bill. Did anyone else had this issue with them? Customer service is just soo slow and terrible I am completely cluelessNo confirmation of cancelled appointment
I called today to cancel a booked installation at an address I am moving to because the landlord will not permit the necessary drilling. After an incredibly long conversation in which the agent used various manipulation tactics in an attempt to persuade me against cancelling (this is also following an online chat with one agent and a telephone call in which I was put through to two different agents yesterday) she finally confirmed that the appointment and my contract at the new address were both cancelled. She told me that I would receive an email confirmation of the cancelled appointment. However I have not received this confirmation and the 'order' still appears in my online account. If confirmation of this cancellation is not forthcoming within the next 24 hours I will be pursuing legal advice and reporting this to Ofcom. I feel that Virgin Media has behaved very badly, and a simple search online indicates that many others have been told that appointments have been cancelled when in fact they have not been. Please advise.New contract applied when I moved
I took out an 18 month contract in March 2022. When I moved home in Feb 2023 I contacted Virgin to take the contract, which was due to end in Sept 2023, with me. At the time the Virgin person on WhatsApp customer service confirmed my existing contract details and asked me if I wanted to change anything. I replied that nothing should be changed (I have the WhatsApp messages that confirm this). Today, I contacted Virgin to cancel as I’ve been out of contract for 6+ months. I found that Virgin put me onto a new contract (same terms higher price!) at the time I moved and the woman today told me I can’t cancel until August! For a contract to be valid there must be an offer and acceptance. There was never acceptance on my part - in fact I expressly said nothing in my old contract should be changed. Therefore I need Virgin to cancel my contact, not fob me off and tell me it’s not possible. I have also raised a complaint regarding this matter.