Virgin Media increased monthly price after moving home

The_Boss

Hi all,

Earlier this year we renewed our Virgin Media contract at our old address. Virgin Media made several errors in not correctly applying the new contract price, which took several months to resolve satisfactorily (with them even refusing to acknowledge the contract they had sent to us clearly stating what was agreed). Eventually a new contract was agreed from March 2025 with the original discounts applied, with the minimum period and discounts expiring in September 2026.

We moved home at the start of October (roughly 1 mile away, same postcode area) and the monthly cost has now increased by roughly £11/month and they have started a new contract. This runs for 18 months from October 7, but it lists the discounts we agreed earlier this year as only valid until September 2026, therefore meaning we would have 7 months of sky high prices once those end and not be able to do anything about those.

From what I read on the website both before our move and just now we should only have been charged £20 costs for the house move. I can see no mention of price hike or new contract. Unfortunately the package is in my partner's name so she got the emails and I've only seen what has happened. Are they able to impose this increase and new contract? There was a 14 day cancellation period in the contract they sent (we are out of this period now) but not sure it would have applied since we already had a contract with them.

I've raised a complaint with Virgin Media and am awaiting a response.

JSmithy45AD

Sounds like due to the earlier mess they made of her account they simply cancelled it and restarted. Wait and see what they say but don't let it slide.

The_Boss

JSmithy45AD said:

Sounds like due to the earlier mess they made of her account they simply cancelled it and restarted. Wait and see what they say but don't let it slide.

Thanks. So I take it that it's correct that VM shouldnt have just decided to start a new contract when we moved?

JSmithy45AD

The_Boss said:

JSmithy45AD said:

Sounds like due to the earlier mess they made of her account they simply cancelled it and restarted. Wait and see what they say but don't let it slide.

Thanks. So I take it that it's correct that VM shouldnt have just decided to start a new contract when we moved?

Nope, you've seen their T&Cs yourself, you'll have to await their response. I can't see it being a problem and you may even profit from it if the accounts so messed up that they have to restart it (again).

Bigphil1474

OP, we had a similar issue when we moved. We were 6 months into an 18 month contract, and thought we'd just move the last 12 months contract to our new property. It appears, however, that they continued the contract for the discounted period, leaving 12 months discounted, but started a new 18 month contract for the actual services. Got a bit of a shock a couple of months ago when they said our contract price would be double for the last 6 months. Fortunately I was able to renegotiate a new 18 month contract at the old price to tie it all back together. They didn't seem to know what they'd done either.