No response from homemovers@virginmedia.co.uk
Hi all, I am changing my address to an area where Virgin Media is not available; therefore, I need to cancel my subscription. I sent everything to someone in chat to ensure that the early cancellation fee would be waived, but ten days later, I was billed for it. I called again and was told to contact homemovers@virginmedia.co.uk, and I was reassured that I would receive an answer within 24-48 hours after (re)sending the required documents. Sadly, I received no response. I have now cancelled my direct debit to avoid incurring payments that are not due, but I need to resolve this issue somehow. Can you please help me?Moving Billing
I am in the process of moving home and have already started the process to move with Virgin Media. Moving in on the 03/03/25. I have been informed that on the 06/03/25 I am due to pay £55.22 which is correct and my contact amount. However in 06/04/25 I am due to pay £145.34. I understand the first month is double payment; 52.55 × 2 which is £105.10. I then know about the £20 moving fee which brings the total to £125.10. My query is where is the extra £20.24 coming from?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?Billing and contract issues after moving home
Hi, I hope someone can assist me in resolving the following issues: I signed a new 18-month contract with Virgin Media in January 2024 for £75 per month. 20th November 2024, I informed Virgin Media that I would be moving house and arranged for services to start at my new address on the 9th of December 2024, as Virgin confirmed services could be provided there. I was thrilled with this, as I’ve been a loyal customer for the past 8 years and have always been happy with Virgin Media. However, this is where the problems started (I should have known an email stating stress free move with VirginMedia is a scam) • I received a bill of £135 due on 27th December 2024. I was aware of the £20 moving fee (which I wasn’t informed about but was willing to pay), yet this still doesn’t explain the £40 increase in my monthly charge. When I spoke to customer service about the bill, I wasn’t given a clear explanation for the costs—just a vague apology and a promise of a discount. • On 27th December, I was billed £54. Although I was confused, it was the busy Christmas period, and I didn’t look into it further at the time—my mistake. For context, I always pay my bills on time via Direct Debit, and no payments have ever been missed. • On 20th January, I was unexpectedly charged £20.72 for no apparent reason (this amount doesn’t show up on any bill). To make matters worse, I received a notification that my credit score had dropped because of a missed payment on my Virgin Media account—despite all payments being taken via Direct Debit as usual. • On top of all this, I have now been notified that my upcoming bill on 27th January will be £115. This is a significant increase from my original £75 monthly payment, and I cannot understand why. Finally, I’ve noticed that my contract has now been extended to expire in August 2026, instead of the original June 2025 end date. I did not agree to any extension or a new contract when I moved house. To summarise: • Why has my monthly bill increased from £75 to £115 for the same services after moving house, and why were moving fees charged on top of this? • Why has my contract been extended without my consent? • Why was there a missed payment on my account when I’ve paid all my bills via Direct Debit? I’d appreciate it if someone could urgently look into this and provide me with clear answers. These ongoing issues have been frustrating and have caused unnecessary stress, especially with the impact on my credit score. Thank you in advance for your help!No response from homemovers@virginmedia.co.uk
I'm about to move house into a flat that I can't move my broadband package into and the customer support team member I called said I should email homemovers@virginmedia.co.uk with evidence that I'm moving to this address. I've emailed four times over the course of this week and I've not received anything back. Should I be doing something else?Contract has extended after address changing
Found threads in the forum with similar issue. My contract has extended after moving on 6 June 2024. Phoned within the same month of the moving to double check that if the contract ending date will be remaining the same, was told yes. Logged into virgin media's account today as the ending date of the contract should be closing. But found the ending date becomes 6 December 2025 - seems to be another 18 months starting from the moving date. Could someone please help?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 cluelessNew 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.