My elderly dad's virgin media costs are becoming unaffordable for him. I've been here before for help but it wasn't solved, and the prices have gone up again. He's been in hospital a few times the last few months and recently broke his hip so the problems with his telly & phone costs etc. were put to the side.As he's paying nearly £30per month for his home phone (as part of his package that's almost £80 per month now) he wants to change to a different company which is a lot cheaper. Will his 'hub' still work for the switchover, and am I correct in thinking he's already got VOIP (or whatever it's called)? The new company says it's a seamless crossover usually, and he gets to keep his old number, is that correct? It's very important he keeps his old number. Also we need to know if the bill will come down automatically or does he need to contact virgin?We were looking at Sky prices and they have these things called "pucks" that you plug into your telly. Does Virgin have something similar or is it still boxes? He has a box on his upstairs tv as well and this is part of his package and adding to the cost. Does virgin do something cheaper than the boxes for TV in another room?What's your cheapest telly package? He's got 200 channels and only found that out last week when we called Virgin. He had no idea and all this time he's only been using the "freeview" channels. He even buys a weekly telly magazine to show him what's on freeview. As we've haggled for a better price for him and got nowhere (the call centre refuses to let us speak to the retention team who are much easier to talk to) would it be possible for him to cancel his Virgin and then his wife can start a brand new rolling contract as a new customer as they seem to get all the best prices?

Hello shaz4, We're sorry to hear about your fathers recent health issues, we hope he makes as speedy a recovery as possible. We appreciate you posting in regard to his package cost and questions in regard to switching to a new provider. If your father has found a new provider and decides to go with them, they can make all of the necessary arranges for him in regard to cancelling his Virgin Media services via the One Time Switch process. Once the services are disconnected the Hub will no longer work as the new provider would need to arrange one as part of their package. The landline can be switch between the providers and we would recommend ensuring this is requested at the point of setting up the new account with the new provider. We offer Stream boxes, they work in the same way as set top boxes but with more limited functionality as in recordings, more details on these can be found here. The packages vary depending on what tier and the different discounts that may be available for those so it's difficult to give a definitive answer. Only the account holder is able to make any changes to the package which is why you may have experienced issues when speaking to the team, if you have any Power Of Attorney for your father to support him, if this was applied you would then be able to deal with these types of situations going forward.

Hey shaz4, thank you for reaching out and yes we will send a little adapter out to ensure a smooth transition. We wouldn't offer free broadband for this though however. Is his phone working okay?

Don't forget to check about Social Tariff's as these are available from most, if not all, ISP's. See below;Am I eligible for social tariff broadband?You or someone in your household are eligible for a social tariff broadband deal if you receive:Means-tested benefits such as Universal Credit or Pension CreditEmployment and Support AllowanceJobseeker’s AllowanceIncome supportEach broadband provider has slightly different criteria for social tariffs, so it’s worth checking to see which ones you’re eligible for. Some only offer Universal Credit broadband discounts, while others include households on Income Support, Jobseeker’s Allowance and other benefits.Some providers also extend eligibility to people who receive non-means-tested benefits, such as Disability Living Allowance and Personal Independence Payment.The person receiving the benefit must be the main person on the contract.

Thanks for replying Robert. As his telly is with virgin for the moment and he only wants to change the phone provider, wont the services he's got still include the hub itself?

Just to add. I was with my dad last week and got him to talk on the phone to the 'team' and we got nowhere, other than him getting a new password and memorable word, which we found out were one and the same thing after all. Nobody ever said. I'm assuming he's paying for some sort of internet if he has tv and phone that work, or am I wrong? If he has then shouldn't switching phone to another company still work? I just want to cut costs for him.

Questions about equipment, billing and changing phone provider for elderly couple

14 Replies

Robert_P
Forum Team
21 days ago
Hello shaz4,

We're sorry to hear about your fathers recent health issues, we hope he makes as speedy a recovery as possible. We appreciate you posting in regard to his package cost and questions in regard to switching to a new provider.

If your father has found a new provider and decides to go with them, they can make all of the necessary arranges for him in regard to cancelling his Virgin Media services via the One Time Switch process. Once the services are disconnected the Hub will no longer work as the new provider would need to arrange one as part of their package. The landline can be switch between the providers and we would recommend ensuring this is requested at the point of setting up the new account with the new provider.

We offer Stream boxes, they work in the same way as set top boxes but with more limited functionality as in recordings, more details on these can be found here. The packages vary depending on what tier and the different discounts that may be available for those so it's difficult to give a definitive answer.

Only the account holder is able to make any changes to the package which is why you may have experienced issues when speaking to the team, if you have any Power Of Attorney for your father to support him, if this was applied you would then be able to deal with these types of situations going forward.
- shaz4
  On our wavelength
  21 days ago
  Thanks for replying Robert. As his telly is with virgin for the moment and he only wants to change the phone provider, wont the services he's got still include the hub itself?
- shaz4
  On our wavelength
  21 days ago
  Just to add. I was with my dad last week and got him to talk on the phone to the 'team' and we got nowhere, other than him getting a new password and memorable word, which we found out were one and the same thing after all. Nobody ever said. I'm assuming he's paying for some sort of internet if he has tv and phone that work, or am I wrong?
  If he has then shouldn't switching phone to another company still work? I just want to cut costs for him.
Adduxi
Very Insightful Person
21 days ago
Don't forget to check about Social Tariff's as these are available from most, if not all, ISP's. See below;
Am I eligible for social tariff broadband?
You or someone in your household are eligible for a social tariff broadband deal if you receive:
Means-tested benefits such as Universal Credit or Pension Credit
Employment and Support Allowance
Jobseeker’s Allowance
Income support
Each broadband provider has slightly different criteria for social tariffs, so it’s worth checking to see which ones you’re eligible for. Some only offer Universal Credit broadband discounts, while others include households on Income Support, Jobseeker’s Allowance and other benefits.
Some providers also extend eligibility to people who receive non-means-tested benefits, such as Disability Living Allowance and Personal Independence Payment.
The person receiving the benefit must be the main person on the contract.
shaz4
On our wavelength
21 days ago
On the AgeUK website they say – if you don't have broadband and your network provider, such as BT and Virgin Media O2, asks you to switch, then they'll supply you with a connection to support the new digital landline system. You shouldn't pay extra for this if you don't choose to take up a broadband service.
Does this mean my dad's already getting a free broadband connection from virgin as they came to update his phone to digital?
Sorry, but we have so many unanswered questions.
- Matthew_ML
  Forum Team
  21 days ago
  Hey shaz4, thank you for reaching out and yes we will send a little adapter out to ensure a smooth transition.
  
  We wouldn't offer free broadband for this though however.
  
  Is his phone working okay?
shaz4
On our wavelength
19 days ago
Hi matthew his phone is working fine, it's just I've found a provider that looks a lot cheaper. So you will send something to help him move? That's great.
Can I talk to someone here about the package he has as doing it on the phone is difficult for him, and me, to be honest?
As I said previously, we have a lot of questions. I've just found out that there is help for pensioners, depending on what benefits they might be getting. My dad gets only "attendance allowance" is that included in your offers?
- Matthew_ML
  Forum Team
  19 days ago
  Hey shaz4, thank you for reaching out back and we can only discuss / change / cancel package with the account holder directly unless you hold power of attorney?
  
  What questions do you have and what do you mean by move sorry, cancel the account?
  
  We do have something called a Social Tariff broadband
  
  Social tariff broadband is our most affordable option for people in lower-income households. If you’re receiving Universal Credit, Pension Credit or certain other government benefits, you could be eligible for our M15 or M50 Broadband on a social tariff.
  
  You get fibre broadband on a rolling 30-day contract. The monthly cost is low and the contract terms are our most flexible, you can leave at any time with no exit fees. The broadband speeds are ideal for everyday online activities like browsing, streaming and working from home.
  
  Our broadband on a social tariff is available to new and current Virgin Media customers. You’re eligible for our social tariff broadband deals if you’re the account holder and you’re receiving certain government benefits
  
  Universal Credit
  
  Pension Credit
  
  Income Support
  
  Income-based Jobseeker’s Allowance†
  
  Income-based Employment Support Allowance†
  † (Not contributory-based only. If both income and contributory-based, your income-based ESA or JSA must be higher.)
  
  If you do qualify for this you can check this out here where you can sign up for it.
  - shaz4
    On our wavelength
    19 days ago
    I've mentioned already he would like to move to a new phone provider because it seems cheaper (difficult to know because we can't speak to anyone and get clarity). And I think I've asked can he keep his number? Is it easy to move?
    I also asked is he eligible for your social tariff broadband deals if he gets, specifically "attendance allowance"?

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Questions about equipment, billing and changing phone provider for elderly couple

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Am I eligible for social tariff broadband?

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