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Bereavement Help

My father has recently passed away.

This is a very stressful and upsetting time. I have tried to switch the virgin media services into the name of my mother. This is impossible to do. The email address provide on the bereavement form is invalid. The call centres are non responsive and will only talk to the account holder who is dead. 

This is totally unacceptable and is adding much more stress in an already distressing time. 

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Re: Bereavement Help

How right you are. As along time volunteer on this Forum I couldn't agree more about VM's inability to offer a consistent bereavement service and advice.  I shudder every time this comes up. I know what I am going to read. I have said it before and I will say it again, it is shameful.

My intervention is to escalate this to the VM Forum Team here who will get on the case for you. They are good at solving this kind of issue. So you will be in good hands. Watch out for their reply in this thread. Could be today. 

Finally, a bit of human interaction and empathy - my condolences on your loss. 



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Re: Bereavement Help

Thanks very much Howard

Your help and sympathy is much appreciated 

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Re: Bereavement Help

Hi @CMcMaster, thanks for getting in touch - condolences for your loss. 

 

I'm sorry for the problems you've faced with this at such a difficult time. For bereavement-related calls there is a dedicated number to call instead of customer services (0800 952 2302) unfortunately the lines are closed at the moment, however they would be best placed to help if you're hoping to transfer the account over to someone else as unfortunately that's not something we're able to assist with here.

If you can give them a try from 9AM tomorrow (up until 6PM) I'm sure they'll be able to help further.

If you require any further assistance though please feel free to send me a PM and we'll do all we can.

 

Tom 

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Message 5 of 18
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Re: Bereavement Help

Sorry for your loss.

In addition to the telephone number provided by Tom_F there are bereavement transfer and disconnection forms available from here: 
https://www.virginmedia.com/help/account-holder-has-died

 




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Re: Bereavement Help

I have filled in the form but there are no details on where to send it. 

The email address provided does not exist. As I clearly stated earlier. 

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Re: Bereavement Help

Your eyesight is playing tricks. This is on the form:

By Post – Virgin Media, Sunderland, SR43 4AA

and you are right, when checked the e-mail comes up as bad format. That address needs checking and form amending if so. 

@Tom_F



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Re: Bereavement Help

I am not trusting a postal address when the email address is wrong. 

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Re: Bereavement Help

@HowardML Thanks for flagging the invalid email address rest assured this has been fed back now.

 

CMcMaster I have contacted you via PM, as advised if the dedicated bereavement team don't resolve things as expected we will escalate that from here accordingly.

 

Tom 

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Re: Bereavement Help

@Tom_F - spot on, thank you.


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