Forum Discussion

angledelbows's avatar
angledelbows
Joining in
29 days ago

Ex Girlfriend has moved out and account is in her name. Can't contact her now to switch/cancel account

Anyone else had this issue. I have contacted my ex-partner but they don't know any of the details to the account anymore and don't care as it's my bank details attached to the account. I have tried ordering another virgin media broadband account, but it cannot be installed as there's another "active line". I have cancelled the previous direct debit to try and nudge virgin media to cancel the previous account but they keep saying they can't do anything as the previous account is still active even though no money is being taken for it. Please help

gone away

2 Replies

  • Client62's avatar
    Client62
    Alessandro Volta
    29 days ago

    VM have a "Gone Away" process for situations where the previous account holder has moved address but has not cancelled a VM service in their name. 

  • Jamaal_A's avatar
    Jamaal_A
    Icon for Forum Team rankForum Team
    29 days ago

    Hi angledelbows 👋

    We will not be able to remove this direct debit without passing data protection questions on this account. We could also advise that you contact your bank to have this direct debit cancelled. Otherwise, the last option would be for you to resolve this as a domestic dispute with your ex partner. 

    Please let us know how you would like to proceed 🙂