Forum Discussion

Z_Stardust's avatar
Z_Stardust
On our wavelength
2 months ago

Two or three things

Hello,

There is just the two of us in our house. The account is in my mother's name. She is 91. I am her son and generally provide care for her day-to-day.

I want to transfer the account into my own name and move the direct debit to my own account.

I also want to get the cost down. We are recently out of contract and are now £71 for M350 only. I know from Reddit and other places we are paying way too much. There are people paying less than half that for the same service. We are not interested in TV packages, landlines, mobile contracts, etc.

I would also consider downgrading to M125 as we are not exactly power users.

Would this pass as being a new customer and therefore get the best deal? What is the best method to contact to get access to those who can process this and have the authority to give the best prices.

TIA

12 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Just cancel the contract your mother has.  Once done, you join as a new customer.

    Downsides - Loose the landline number, if you have one.   Your mothers email will be deleted after 90 days, so that will need to be archived beforehand.  There will be a couple of days without internet as you return the old kit, and wait for your new Quickstart kit to arrive.

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Z_Stardust thanks for posting and welcome back to our community. There's currently only a few circumstances where you can do an active transfer of responsibility. Those are if the account holder has sadly passed away, has a critical illness or I believe has gone into full time residential care. And in those circumstances a like for like transfer would be made. That's package and price. You may wish to seek the guidance of your fantastic fellow community members.

    Regards

    Lee_R

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for the update Z_Stardust, and sorry to hear you wish to take this route.

      Do please keep us posted with how you get along and if you need any further support.

      Thanks,

      David_Bn

  • Z_Stardust's avatar
    Z_Stardust
    On our wavelength
    2 months ago

    30 days notice given yesterday on the web chat so we are getting disconnected 21 June. When should I start the ball rolling to sign up again in my own name? I think before, when the hub was delivered I connected it up myself and called them to activate. Obviously we want to be minimum time without any broadband.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 months ago

      A new account cannot be made over an active account, so you would need to wait for your mother's account to close before you can sign up with us successfully.

      You can speak with our new customer sales team on 0800 183 1234 should you have any further questions regarding new customer joining journey.  

      • Z_Stardust's avatar
        Z_Stardust
        On our wavelength
        31 days ago

        I don't like the sound of that! Can't I sign up beforehand and have the new hub ready to connect on the same day the old account gets switched off?

  • Z_Stardust's avatar
    Z_Stardust
    On our wavelength
    29 days ago

    Retentions called me today. I explained to them why I was leaving but they've told me it is possible to change the account holder and the direct debit. So, I've accepted £23/month for M125 for the next 18 months and I'll see about the name change etc later as the next DD is due to come out in a few days.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      28 days ago

      Thank you for coming back to us Z_Stardust. Sadly, as confirmed by Paprika. We cannot preform a name change of an account unless it is through a bereavement. If you have been informed otherwise, that is sadly incorrect. 

      ^Martin

      • Z_Stardust's avatar
        Z_Stardust
        On our wavelength
        28 days ago

        The call is recorded! I explained to the operator (I have her name) why I wanted to cancel and sign up again. Why should VM even care whose name is on the account?