My husband recently passed away and I have been putting it off calling to change/cancel. We have a volt mega I think, I don’t need all the stuff we now have. My question is can I start as a new customer with a much lower monthly fee. Thanks
Firstly, sorry for your loss.
Use the VM Bereavement service to close your Husbands account and return the equipment. Once done you can sign up as a new Customer and get all the best deals. It will leave you without services for a few days but IMHO be the best solution. If your Husband had a VM email address, move this to another service as it will be closed 90 days after leaving.
Thank you, I’ve already sorted all our email addresses, I started to do this when he was unwell. Would I not be able to keep the equipment that I have and just open a new account straight away. Sorry for all the questions, I just don’t want a battle on the phone tomorrow. Thanks again
No, once you close the account, you will need to return the equipment, as it will be registered to the account holder. When you open a new account, (at the best prices) you will get a Quickstart kit sent to you, in your name.
There will be a few days between, so if you have an old mobile, you could get a 30 day unlimited data SIM and tether your Wifi to the mobile for this short period.
Forum TeamHi Lisa91,
Thank you for your post and welcome to the community.
Our condolences for your loss. We have a dedicated team that can help with getting this sorted for you.
You can call them via: 0800 952 2302. They are open Monday - Friday 8am-6pm.
^Martin
Thanks, can you advise some options that I have
Forum TeamThank you for your response. I assure you speaking with the dedicated team won't be a battle. They will be able to run through all the available options for you. They are trained specifically to help in this scenario's and so I wouldn't want to say anything that maybe incorrect.
^Martin
Having gone through the VM bereavement process quite recently with a close relative, I can safely say there are parts of the process that are straightforward, and some that can easily result in unnecessary extra hassle.
The process is effectively split in two - the direct transfer of the account from existing customer to new customer, is easy peasy... complete the transfer form at How to let us know if the account holder has died | Virgin Media Community - 4018511 and play email ping-pong with the team.
Any amendments to the package either need to be done via the 0800 number on that page, or via Retentions - depending (in my experience) on how the wind is blowing and/or how competitive the current offers are. The agents who answer the 0800 seemed to be UK-based, but they (at least in my case) were as prone to VM systems failings as any other CS agent, and this can easily descend into chaos without any effort.
It probably is better to do the package change after the account transfer, although there's an implication you can do them both by phone on the same call.
