Change of primary account holder following death - update needed

Hi Chrissielou,

Thank you for your post. We're very sorry for any frustration with getting this account resolved. 

We can certainly take a look at the account and see what is going on. 

I will private message you now. 

^Martin

Well Martin_N has been trying to help me with the above for some time now and has just said well have to go through the security process again to investigate further.

To be quite honest I really cannot be doing with going round in circles again with this - my mother is dead and I’m grieving and all I wanted was the account transferring from my mother to me. I submitted the right form to the Bereavement Team, so cannot understand why the transfer has apparently only been half done - surely it can’t be that difficult a request to carry out or to do smoothly and quickly given the fact it is the result of a death.  

Can somebody please just sort this out for me or point me in the right direction to get it fixed with the minimum of fuss and effort on my part - wishful thinking with Virgin I know - but I’m really getting so frustrated with the whole situation and the way it is being handled. 

Welll I’ve been persevering with the forum team - got through security again and Martin_N did some more investigating and escalated it to the IT team.  IT team were no help - rang me 3 times all when I was working, even though I had told them this the first 2 times and they didn’t ask when would be a good time to call back, then the 3rd time they said they were closing the ticket as there had been no response from my end!  This was actually a relief in a way as when I did briefly speak to them (twice) they seemed to think it was an email issue that I needed help with and not the account transfer/ access issue that it is.

So after the 2nd failed phone call I tried contacting VM via the online messaging service where after going through security again (albeit more quickly) I dealt with Har**bleep** who eventually seemed to understand that my issue is the following:

1. When I log on to My Virgin media online or in the app it still says I am a secondary account holder and so I cannot see bills, direct debit details or everything that a primary account holder (which is what I am) should see.

He said he’d raised a ticket for this and assured me that it would be sorted out and if it couldn’t be fixed remotely in 24 hrs I would get a phone call about it.  He also switched me to e-billing as somehow, without my asking for it I had been put back on paper billing. I don’t know if any of this has actually been done - have heard nothing and obviously can’t see anything on my account.

Come on VM this is a nightmare and no way to treat people who are contacting you following a death and are grieving - I mean no one has offered me any condolences or anything. I just want this sorted out now (preferably without phone calls) and quickly - how hard can it be!!!

Well, update on the above - everything / everyone has gone quiet since I posted the above.  Then after VM successfully took my bill payment this Tuesday ( at least that works ok) I thought I’d try logging on the app and online just to see if anything had been done to my account.  
Turns out the email address for my dead mother’s login has now suddenly been changed to my ntlworld.com email address and I can log on using this and my dead mother’s password and can then see my bills, direct debit details etc.

This would be good were it not for the fact that when I log on it still welcomes me with my dead mother’s name ‘hello Margaret’ and only lets me access her email account online and not mine - also cannot change anything on the account without it asking me to change the email address to a third party one for security purposes, but I don’t want to do this in case I then lose what access I have.

 If I want to see my email account online I have to login to My Virgin Media with my iCloud.com address and different associated password, which then logs me in as a secondary account holder.
So I really do not know what is going on with my account - I now appear to be both the Primary Account holder (although still with a lot of my dead mother’s details /email account etc on the account) and a Secondary Account Holder on the same account!!!!   Has anyone got any idea what is going on and how to sort it out so all my dead mother’s details etc are removed, the secondary account is also removed so that I am just the Primary Account Holder and still have my ntlworld.com email address to log in with and access online if needed.

Please VM or anyone on this forum help me to get this sorted out quickly - getting an account correctly transferred after a death really shouldn’t be this hard - it’s no way to treat bereaved customers!!!

Thanks for replying Sabrina_B and for your advice regarding changing my late mother’s name on the account. I’ve replied to your private message.  

Well Sabrina_B was being very helpful and I thought we were getting somewhere with this - then the dreaded VMO2 ID creation / account linking / new log in system happened and having gone through it I now cannot log into my ‘My Virgin Media’ account at all!

Sabrina was looking into this for me but has then been out of office and I now have Vikki_M who has had me answering the same questions multiple times and is now saying that my VMO2 ID / My Virgin Media account needs unlinking and a new email account setting up and that I’ll have to ring up to get this done.  

Not going to do that, especially given that I have  explained on here how bad IT were on the phone the last time I had contact with them and that this has all come about and snowballed because I transferred / took on this account ( although even that didn’t work properly and was messy) because MY MOTHER DIED IN MAY.  I’m grieving and don’t think I can take much more of this - 2 months of issues so far!

All I want to do is be able to log into my account (My Virgin media and everything in it) so I can see my bills and make the last few changes needed to completely have it in my name - why is it so hard! Please can someone on here - and there must be someone who can do it - just get my VMO2 login fixed so that it works and I can access my account! Appreciate it is affecting lots of people on here - you’d think that would make VM work to fix it quicker, wouldn’t you! PLEASE CAN SOMEONE JUST FIX THIS!