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Spotti's avatar
Spotti
Joining in
2 days ago

What happens to contract IF account holder goes into care, or dies

I'm the account holder third party contact. The account holder is 85.

I've arranged for the installation of broadband and TV for next week. 18 months. The reason I got him virgin was that the agent said everything will be taken care of i.e. installation - I might not have time to be there on the day.

The agent assured me that if the account holder dies or has to go into care, then 'everything will be ok'. I just read the t&c', and this subject is very vague, with no mention of going into care. Even death is not clear.

Because there is no clear policy in writing for this, I'm worried that the account holder could be pursued for the remaining contract if any of the above happens.

I spent an hour with customer chat, and was shunted around, going round in circles - it was not a good experience, and to be honest, considering cancelling the whole contract before installation.

Does anybody have experience with this, preferably with a clear outcome?

Thanks.

 

13 Replies

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  • Spotti's avatar
    Spotti
    Joining in
    2 days ago

    Hi,

    Thanks for this. When I looked at the contract terms and conditions, it didn't have this - or I might have missed it. 

    So if this happens, the account is closed, no payments due?

  • GNS1's avatar
    GNS1
    Tuning in
    2 days ago

    I believe Virgin has a 14 day cooling off period where you can cancel a contract within that period. Given that your services haven't even been installed yet and your circumstances, I would think Virgin would be able to cancel it no problem?

  • Spotti's avatar
    Spotti
    Joining in
    2 days ago

    Hi, 

    I was asking if the account holder dies, or goes into care during the contract period?

    The links tell me where to go if it happens, but not what happens to the remaining contract payments.

    Just need to know they are cancelled?

    • goslow's avatar
      goslow
      Alessandro Volta
      2 days ago

      A VM person should reply to your topic within a few days and clarify what you want to know.