Forum Discussion

PV77's avatar
PV77
Joining in
4 days ago

Account Renewal

I'm unsure if the Support Team will be able to help with this enquiry, but I'll try and explain the basics.

The Virgin Media account at my property, is registered to my father. For over 5 years, due to my father's ill health, it's actually been myself who has been paying for the account. I have full access to the online primary account. 

The problem I have, is that the package contract is now due to be renewed in April. The current package has been unchanged for probably going on for 15+ years and the continued price increases are getting ridiculous. Ideally, I would like to change the current VM account into my own name and change to a different package, without any loss of service.

I've tried to change the package through the online account, but it seems that the only option is to either accept the renewal of the current package or upgrade the same package. There is no option to actually change the package. It seems that Virgin Media are just intent on deciding what package the customer has and they'll just accept the price increases. 

I've looked at signing up as a new customer with one of the online deals, but obviously as there's already an account at the address. That doesn't seem an option, without cancelling the account already in place and losing service.

I've tried previously to contact the customer service by phone, but I never have any luck with them. So, it was much easier to just leave the account unchanged.

Any help or suggestion that you could offer would be much appreciated.

Thanks.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    4 days ago

    Hi PV77 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about your father's ill health and the poor experience you've had 😔

    In order to look into making any changes to the package from here, we'd need to complete data protection with the account holder directly. 

    Would it be possible for your father to create a profile on here and put together a public post? If not, do you happen to have power of attorney?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • PV77's avatar
    PV77
    Joining in
    4 days ago

    Thanks for the reply.

    Unfortunately, what you ask is not possible. I also don't have a POA in place. If you'd possibly contact me in DM, then I could explain the situation further.

    If nothing can be done regarding this situation, then I'll have to just consider cancelling the whole account. 

    Thanks.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      4 days ago

      Thanks for the update, we can certainly discuss via a private message, but in terms of applying any new packages should there be one that is ideal for your fathers needs and budget we would not be able to apply without the account holders permission. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina