Forum Discussion

Ron1231's avatar
Ron1231
Joining in
13 days ago

Account Change After Bereavement

I need some advice on how to move forward on this issue

After my father died recently I contacted the bereavement team to transfer the account into my name to manage the account for my elderly mother. After filling in the relevant form I received notification that a new account had been set up in my name after which I have tried numerous times to register the new account on line with absolutely no success . I contacted the bereavement again but they said they could not help. The system acknowledges my mobile phone is linked to the right postcode but when I try to reset the password I don't receive an email link - 12+ times I have tried. 

I am hoping that someone can help as any of the phone option ask for a password so have reached a dead end.    

  • Hi Ron1231 

    Welcome to the Community Forums. 

    So sorry to hear of the lost of your father, and sorry to hear that you've not been able to get support regarding registering your online account. Bereavement wouldn't be able to assist if the account has now been moved into your name and this was just a general inquiry about account set-up. 

    What is happening on your side when you try to register the account, please? Do you see any error messages at all? At what stage does the account set up fail for you?

    • Ron1231's avatar
      Ron1231
      Joining in

      Hi Carley

      Thanks for the reply and trying to help

      When I try to sign in with the new email and password supplied  to the the Bereavement Team I get a message " Your email or password was incorrect. Please try again or go back to change your email" .

      So when I try " forgot my password " I never receive an email with a link to change the password which I have tried to do numerous times.

      Also if I contact Virgin Media on my mobile phone and try to negotiate the options it seems to recognise my phone number is linked with the correct post code for the VM account but that is where it all grinds to a halt it asks for a memorable word characters which I don't have to my knowledge.

      I hope this helps.

      Thanks

      Ron      

       

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Thanks for explaining Ron.

        I think it's best if I took a look at the account from here for you, saves you a lot of hassle and unneeded stress after your recent loss.

        If you don't mind, I'll need to send you a private message to pass security. 
        If you can check your logo at the top right of your screen that would be great. 
        Gareth_L