Hi, My elderly father died in dec2023, and he had a 2 year contract with Virgin Media. He was a customer for over 30 years. I hoped my elderly mother living at the same address could get a better deal as a new customer, but virgin will only allow if she changes her landline number! This seems ridiculous. In my opinion it demonstrates terrible customer service and worst of all, greed.

Hi mcneilt Thank you for your post and welcome to our community. We are very sorry to hear about your loss. Our bereavement team will be able to do a transfer of responsibility, this is where the existing account is transferred into a new account holder name. If she would like to do this, she will be able to keep the phone number. If however the account is cancelled, and she sets up a new account as a new customer, it may not be possible to port the landline due to the limitations of transferring a number on the same line. If keeping the landline number is important, we would recommend a transfer of responsibility and not a full disconnection. To arrange this, please contact our bereavement team on 0800 952 2302.

Hi,"If however the account is cancelled, and she sets up a new account as a new customer, it may not be possible to port the landline due to the limitations of transferring a number on the same line. "When you say 'may' what do you mean? Either she can set up an account as a new customer or she can't. Can you please clarify.The option of "transfer of responsibility" means she would not get the benefits of being a new customer, i.e. the best deals. It means the cost is passed on to my mother, and this is too expensive. If staying with Virgin Media she needs a much cheaper bill but it seems you are unable to offer this.

Thank you for coming back to us Mcneilt. If you give our team a call on the above number they will be able to further assist you and accommodate to what is best for you and your family. She can set us as a new customer however she may not be able to transfer the number over to her new account.

Also, " If keeping the landline number is important, we would recommend a transfer of responsibility and not a full disconnection."Err, she is 82, obviously keeping landline is important. So it means you are only really offering '"transfer of responsibility". Effectively you are offering that she takes on the responsibility from her dead husband, and an expensive bill. This isn't a very customer friendly option for dealing with bereavement. It makes me very angry and disappointed in your customer service for loyal customers.

Keeping landline number after spouse dies | Virgin Media Community

31 Replies

mcneilt
On our wavelength
2 years ago
if a manager could call it might help
- Daniel_Et
  Forum Team
  2 years ago
  Hi mcneilt, unfortunately, we can't arrange calls from here in the Forum Team.
  
  Did you call the bereavement team directly just now, on 0800 952 2302?
  
  Regards,
  Daniel
mcneilt
On our wavelength
2 years ago
0800 952 2302 - i tried multiple times, no answer
so then tried cust services 0345 454 1111 as was expecting a call at 4pm.
directed me through, line dead
mcneilt
On our wavelength
2 years ago
you can also reach me on my mobile, it should be logged with the account
- Daniel_Et
  Forum Team
  2 years ago
  Hi mcneilt,
  
  If you're continuing to experience problems getting directly through to the bereavement team, we'd suggest calling the customer service team and requesting that the agent who puts you through keeps an eye on the account to make sure you get through.
  
  Regards,
  Daniel
mcneilt
On our wavelength
2 years ago
having another go today, called cust service team, now hanging on line waiting for bereavements team to pick up.
Can someone pick up?
- Daniel_Et
  Forum Team
  2 years ago
  Hi mcneilt, please let us know how you get on.
  
  We can't say how long it'll take to get through to the team. If/when you do get through, please ask as a priority that you're called back if there's any problems with the line.
  
  Regards,
  Daniel
mcneilt
On our wavelength
2 years ago
can you confirm the phone hours for bereavement team
- Daniel_Et
  Forum Team
  2 years ago
  Hi mcneilt,
  
  The bereavement team can be contacted from Monday to Friday, 8am till 4:30pm.
  
  Regards,
  Daniel
mcneilt
On our wavelength
2 years ago
I have the same problem, very stressful and unhappy experience with virgin media
- Ashleigh_C
  Forum Team
  2 years ago
  Hi there mcneilt
  
  I am so sorry to hear that you are also facing an issue closing an account and thank you so much for your post.
  
  I can see our team are already advising on this via your own thread, please do refer back here and we will do all we can to help.

Forum Discussion

Keeping landline number after spouse dies

31 Replies

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