House move hassle...
I hope someone might please assist… I have had two long telephone calls with Virgin Media staff whom, despite being eager to assist, weren’t the most easy to understand due to language barriers. I’m moving house and have tried to try and arrange a transfer of my current package: TV (TiVO monthly free; and Mixit TV) M125 Broadband + Discount + Telephone line rental; + Talk weekends; + Triple Bundle Which comes with a monthly billing = £46.51 (including £15.50 discount) but due to increase by 7.5% soon. I believe I have 13 months remaining on this contract. However, I logged into my Virgin Media account today to be informed that my account has changed. I now have a new account number. And, it seems a new package. Both the TV and telephone components of my ‘bundle’ have vanished. Furthermore, to add injury to insult, I have received an email suggesting I've entered into a new contract; a charge of £20 applies for moving; my first bill will be £215.99; and that my regular bill thereafter will be £105.00 a month. As a matter of urgency (and before I cancel Virgin Media completely given my experience of late), please can a VM representative please explain why my TV (TiVO monthly free; Mixit TV), Broadband (+ Discount + M125 Broadband) and Telephone: (+ Telephone line rental; + Talk weekends; + Triple Bundle) have disappeared, why my bill has increased and why, after 20+ years with Virgin, I am being treated like a new customer on a new contract? Any help would be greatly appreciated. Thanks.Moving house transfer contract?
I am moving from one flat to another. I am confused about the transfer process. I want to keep my current contract started March 2024 and lasts for 18 months, no changes. However, I am being sent a new contract, when I’ve contacted the moving home dept, they say it’s all correct. However, the “new” contract sent to me has a new account number, contract number and states 18 month term. So that would mean starting a new 18 month term at the end of this month. I also have the Virgin Media App and want to continue to use this. But the “new” contract I’m sent does not appear on the App, due to having a new account number, I assume. So I have had to register for Virgin Media App again, under the new account number, and a new email address. The contract information on there also states 18 month term from the end of the month. I just want to see out the term of my original March 2024 contract, and thought moving would be simple as continuing the contract under a new address! I need reassurance that the move has been done correctly, otherwise I need to cancel the “new” contract before being tied into a very expensive 18 month term, which negates the whole reason for the move in the first place! Can anyone help clarify the process?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?