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DavidH21's avatar
DavidH21
Joining in
5 hours ago

Dementia Care Home cancellation difficulty

Hi

Why is this company such a disgrace to deal with? My father is moving into a Dementia Care Home tomorrow, and I live chatted to cancel his account and his services. They asked for his 'password', of which he doesn't know as he has Dementia, and I tried two different passwords we found on his paperwork. They said 'sorry, they don't match' call this number, and I've had no luck on the number either.

ALL we want to do is cancel his services, which they seem to make impossible so they will still charge him. We have ALL his details bar the password they were asking for. This on TOP of me asking to change his email address which they seemed to do, but then when it comes to managing his account online, his ancient blueyonder email address he used to sign up YEARS ago stops you from connecting his account, it's honestly atrocious service. We've done everything we can to get this sorted.

I have POA also.

Does anyone know what the next step would be?! I don't want him being charged for a service he will no longer be using. Would absolutely never ever recommend Virgin to anyone, anywhere.

Really stressed on top of him moving into a care home.

 

1 Reply

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 hours ago

    VM should be able to ask other account related question for verification purposes, such as date of next bill, amount of next/last bill, bank sort code, account email address.   They can also arrange to send a password reminder through the post. (The password is also known as the telephone password, or memorable word, and normally takes the form along the lines of town of birth, maiden name, first school, favourite pet or favourite group)

    Have  you registered the POA with VM ?  The process is explained on the following page

    https://www.virginmedia.com/help/accessibility

    The info below is from the /change-account-holder which explains the process to follow when a customer moves into full time care section. 

    "We know this may be a difficult time, so we’re here to help make any changes that you may need for Virgin Media Broadband, TV and Home Phone accounts.

    If the account holder has moved out of the property or can no longer access services because they are now receiving full time care, we can help, select below what you’d like to do:

    If you want to disconnect all Virgin Media services, the simplest way is to complete our online Disconnection form here.

    Once you submit the form we'll update the accounts within 7 days. However, if you’d prefer to speak to us then you can call us on the number below. Get in touch on 0800 952 2302.

    You can call us between 8am—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.

    If a customer of Virgin Media and O2 with Volt benefits, or a Virgin Media broadband customer with Volt benefits (as a result of living in the same household as an eligible O2 Pay Monthly mobile or sim customer) has moved to full time care, please Call us on 0800 090 18 20. We’re available Monday to Friday 8am – 5.45pm, Saturday 9am-4.45pm"