Virgin Media Moving Home Confused About Billing

smush

I'm due to move home on Saturday so I informed VM of this through their process of live chat which took forever! At 5:30pm, after speaking to a bot for half an hour asking me new address etc, I was then told I was being put through to a person and that the wait time was 29 minutes however the real person did not connect to the chat until 7pm so the wait was 1hr 30 not quite the 29 minutes!

Anyway, on the live chat I was told having contract continuation is an exclusive reward for moving customers only at
the moment (I'm still being charged £20 to move over so wouldn't exactly call this a reward to move a service I'm paying for!)

My contract with Virgin expires on 02/10 at which point all my discounts will be removed so will need to either negotiate a new contract before then or move to another provider BUT and this is what I don't understand apparently a "reward" for moving is that they are saying I must pay 2 months upfront on my next bill (why can't I just carry on my regular billing!?) which means I will be paying 1 month @ in contract price and 1 month @ out of contract price + £20 moving fee! how is this acceptable!?

I get billed by VM on either 5th, 6th or 7th of a month and payment is taken on the 22nd of the month.

LinLui

I honestly don't know the answer - or even the question, to be fair. But you have made me grateful for two things - that my Virgin contract runs out (coincidentally) 10 days after a move house and that Virgin can't provide a service to my new one! So for me it consisted of less than five minutes "I am cancelling at the end of the contract and there isn't Virgin where I am moving, bye".

iniltous

The Virgin home mover does state it’s £20 , it also states you continue your contract, so presumably your contract will still expire 2/10 at the new address …the part about paying an extra month seems to run counter to what the webpage states , but if your intention is to stick with VM because it’s the best speed available ( may be true , may be false ) then provided you don’t ultimately pay for a month twice I don’t really see the issue , if an equal or potentially better alternative service is available, and you don’t like the way VM  are treating you, use someone else and give Virgin the boot , hopefully you are not someone who thinks VM are superior to everyone else , they really are not , but obviously in any particular area they may be the fastest available, that’s assuming speed is your number one priority, if it isn’t , it may be even FTTC will be perfectly acceptable.

smush

iniltous said:

The Virgin home mover does state it’s £20 , it also states you continue your contract, so presumably your contract will still expire 2/10 at the new address …the part about paying an extra month seems to run counter to what the webpage states , but if your intention is to stick with VM because it’s the best speed available ( may be true , may be false ) then provided you don’t ultimately pay for a month twice I don’t really see the issue , if an equal or potentially better alternative service is available, and you don’t like the way VM  are treating you, use someone else and give Virgin the boot , hopefully you are not someone who thinks VM are superior to everyone else , they really are not , but obviously in any particular area they may be the fastest available, that’s assuming speed is your number one priority, if it isn’t , it may be even FTTC will be perfectly acceptable.

The thing is, ordinarily if I wasn't moving, with my contract being up 02/10 I would be looking to negotiate a new contract or look to change provider late August as you have to give 30 days notice if leaving which would be 30 days before my end of contract date 02/10. However because of this move and them saying my next bill will be 2 months upfront (September and October) + the move fee it means 1 of those 2 months I am paying upfront for is an out of contract month so what if I decide ro leave VM as my contract ends at 02/10? will they refund me 1 of the months upfront charged as it is out of contract.