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Dforster2785's avatar
Dforster2785
Joining in
2 months ago

Disaster changing account over following death of my Father.

I am absolutely astounded by the complete cluster that Virgin Media have made when trying to change the account in to my Mothers name from my late Father. 

I contacted the 'bereavement team' on the telephone who advised that they would be able to change the service across. I was on the phone for around 30 minutes before the woman came back and claimed that there was a "technical problem" and so she was passing me to someone else. I was then transferred to another gentleman, Jonathan who stated that because my Mothers box is a Virgin 360 box the transfer cannot be done on the phone. However, the worst news came when I was informed that due to the error of his colleague my Mother's services have now been disconnected for up to 48 hours leaving a vulnerable 75 year old woman who now lives alone without a landline, internet or TV. This all at the worst time of our lives. I mean how in 2025 can something like this happen? 

This is a complete shambles and needs to be sorted long before any 48 hour window. I cannot articulate in polite words how annoyed and angry I am with this situation. The call handler told me that the staff member I initially spoke to should know this is an issue and should not have proceeded with changing it over and should have directed me to the website.

7 Replies

  • Hi Dforster2785 thanks for posting although we're sorry to hear of the concerns you've raised. In addition to this so sorry to hear of the passing of your Father - please accept our condolences during this difficult time.

    It's not clear why this has been advised and although we're not part of the Bereavement Team we'll see what we can do here and at least try to reach out to someone within there to assist.

    Please expect a PM from me to arrive shortly and respond directly when you can!
    Many thanks

  • I have sent details in the private message as requested. I really would appreciate anything that you can do to get her service reinstated as a matter of urgency as I am concerned she is on her own and does not have any communication services. I am having to tether my mobile to the laptop to deal with this.

  • jtfab75's avatar
    jtfab75
    On our wavelength

    I wanted to put my parents account into my name , they elderly now and can’t cope with all their bill paying etc. it took nearly 12 months to do this !.

  • Tom,

    It wont let me message you direct. The email address you have sent the documents to is correct. We have received them.

  • The phone line has been reinstated however the internet and TV services are still down. I have rebooted both boxes by unplugging from mains and restarting but they are still not working. 

  • The phone line has been reinstated however the internet and TV services are still down. I have rebooted both boxes by unplugging from mains and restarting but they are still not working.

  • Further to this all services were restored on Saturday afternoon, however, my Mother's phone line has now been disconnected this morning and she cannot make or receive incoming calls. This is causing a huge amount of stress as we are awaiting calls from various people trying to sort out funeral arrangements and also people only have her land line number. I cannot understand what is so difficult to keep a phone number working???