Account Name

[NitrousUK]

I signed up to a broadband package in my name, however I have long since moved out. Unfortunately, the account is still in my name, as evident on my credit report, yet I can't get my name removed, because there is another name on the account. This person can't remember their password/login etc. So i'm essentially being held on to this account against my will, and there doesn't seem to be anything I can do about it?

Surely I have the right to say whether I am the owner of an account or not?? How do I get my name off this account? Ideally not involving the current resident, as they are forgettful and generally useless. Would prefer avoiding a lengthly telephone conversation if possible.

[dozer167 · Accepted solution]

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NitrousUK wrote:

I signed up to a broadband package in my name, however I have long since moved out. Unfortunately, the account is still in my name, as evident on my credit report, yet I can't get my name removed, because there is another name on the account. This person can't remember their password/login etc. So i'm essentially being held on to this account against my will, and there doesn't seem to be anything I can do about it?

Surely I have the right to say whether I am the owner of an account or not?? How do I get my name off this account? Ideally not involving the current resident, as they are forgettful and generally useless. Would prefer avoiding a lengthly telephone conversation if possible.

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NitrousUK,

                    Regrettably you will have to contact customer services to discuss this delicate matter with them personally, as it can't be dealt with on this forum due to Data Protection Act laws .... Sorry!

You may contact customer services free on 150 from a virgin landline or alternatively call 0845 4541111 (chargeable) from any other telephone / mobile.    

Sorry that you have to call.      Regards dozer167

[Jen_A]

Hi NitrousUK,

My apologies for this. If your name was on the account when you set it up, then it will remain there until you:

a. terminate the account

b. call customer service and request a TOR (transfer of responsibility) for yourself and the other party

The other party cannot request this, as legally only you (the named account holder) can make any changes to the account.

[NitrousUK]

I set up the account, so the contract is in my name. However I believe the other person is the named account holder. So i'm not sure what options that leaves me. The contracts in my name, but it seems I can't change it without the named account holders permission.

[NitrousUK]

The other person is saying they need the account pin to make changes to the account.

Is this correct? Is the account pin number used for anything other than the TV services?

[Lindsey_P]

Hi NitrousUK,

Sorry to see you've encountered some difficulty with your account, you will have to give our Customer Services team a call in order to resolve this one as we're unable to change/disclose any account information via the forums. Customer services should be able to give you all the relevant information you need in order to proceed with your query.

Please call us on 150 from a Virgin Media landline or 0845 454 1111 from any other phone line.