Forum Discussion

leccy's avatar
leccy
Dialled in
4 months ago

Maximum length of surname on account

I have recently married and I am trying to change my surname on my Virgin account.  I have completed the necessary change of name form and sent a copy of my marriage certificate.  However, I have been told they can't change it as there are too many characters in my surname. I was even told by Virgin  ' the Government will not allow telecoms companies to have surnames longer than 15 characters.'  Surely this is not true as O2 (part of Virgin Media) [along with ALL other financial organisations I deal with] have been able to successfully amend my surname with no issues whatsoever. My new name even fits on my bank cards with no issues.

My new surname is a double barrelling with my partner and contains 20 characters.

Can anyone advise what I need to do to get Virgin to change the name on my account to my legal name?

  • Hi leccy,

    Thank you for reaching out to us in our community and welcome, we are sorry to see that we are unable to add you're new married name to you're account due to there being 20 characters which is 5 over our 15 character limit.

    You can leave it as it is if OK with you or there's a possibility we could put the first part of it in the middle if it fits.

    So we can look further into this for you, I have sent you an invite into a private chat, please click on the white envelope to accept.

    Regards

    Paul.

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    leccy wrote:


    I was even told by Virgin  ' the Government will not allow telecoms companies to have surnames longer than 15 characters.'  Surely this is not true as O2 (part of Virgin Media) [along with ALL other financial organisations I deal with] have been able to successfully amend my surname with no issues whatsoever. My new name even fits on my bank cards with no issues.


    You are correct, the limitation is not due to any Government directive.

    Consider speaking with the ICO regarding how an organisation should handle such data limitations and what safe guards they should have in place to avoid passing it on to other organisation, For example:

    Previous names:

    First nameMiddle nameLast name
    aaaabbbbcccc

    Current names:

    First nameMiddle nameLast name
    aaaabbbbcccc-dddd

    Virgin Media's proposed record of names

    First nameMiddle nameLast name
    aaaaccccdddd

    Passing on the latter to other organisation may have unintended consequences in future.

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    VM needs to get its act together as unless the name matches with O2 the customer cannot get Volt benefits.

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Roger_Gooner wrote:

      VM needs to get its act together as unless the name matches with O2 the customer cannot get Volt benefits.


      Hi Roger,

      Regardless of the name once the broadband account is set up then the OP should be able to receive Volt benefits

      The broadband and mobile accounts can be in different names providing the address matches on both accounts.

      https://www.o2.co.uk/help/volt-virgin-media-o2/how-to-get-volt-benefits

      Sub section:- How do I apply for my Volt benefits?

      If your broadband and mobile accounts are in different names, or the names don’t match (eg Chris and Christopher), you’ll need to activate your Volt benefits in My O2, and they’ll be applied within 14 days.

      You'll also need make sure the address on your O2 account matches the address on the Virgin Media broadband account, whether it’s in your name or someone else in your household. If they don’t quite match, you can edit your address in My O2.