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.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?125Views0likes6CommentsBought 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!701Views0likes4CommentsHow 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.791Views0likes3CommentsMoved 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.562Views0likes2CommentsMoving 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 clueless589Views0likes1CommentNo 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.530Views0likes1Comment