I am trying to help my elderly grandfather, it appears that he is being charged monthly for two separate packages after calling up around June time to sort the issue. Trying to contact virgin media is up there with one of the worst companies to get a hold of and the online chat never gets a response. My grandfather is unsure of username and password and it seems impossible to try and change these without knowing one or the other.
I'm very sorry to hear that your Grandfather is being charged for two separate packages, this is most strange and certainly needs looking into. We are very sorry for our current wait times in getting through to us, we know the wait times are longer than usual.
Please check out the purple envelope - I have popped you over a PM so I can help further with this.