Broadband in Landlord name, tenant saying Virgin Technical won't speak to them

[misskerryfletch]

I am a landlord and pay for the broadband. The tenant is saying they're having intermittent problems and Virgin media won't talk to them and it needs to be the account holder for data protection. Obviously I don't live there so cant sort the problems with Tech Support.

This makes no sense as it is technical support issues, not changes to the account. Can anyone help or advise?  

[Client62]

If the resident can share the contents of the VM Hub Upstream & Downstream status tabs it may be possible to see signs of a connection problem from the signal levels / errors.

VM Customer Support are also able to remotely check the connection signal levels / errors.

As the VM a/c holder you could book a VM Engineer visit to the property to have the kit & cables checked,
someone will need to be there to allow the VM Engineer entry.

[goslow]

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@misskerryfletch wrote:

<snip>

This makes no sense as it is technical support issues, not changes to the account. Can anyone help or advise?  

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As the account holder, you are the only person who can make changes to the account.

If your tenant could call out technicians for faults, you could potentially end up with a situation with the tenant calling out a VM technician, for what turns out to be a non-fault issue, and you, the account holder, getting a £25 bill for the visit.

I thought in the past there used to be a way of having a named person on the account who could contact VM to report a fault and speak to technical support with limited permissions.

A 'secondary account holder' is mentioned here

https://www.virginmedia.com/help/billing-and-payments/change-account-holder#522c03c9-4e0e-42a8-95f7-...

but there is minimal info on what a secondary account holder can actually do (seemingly very little, from the link, other than promote VM!).

The VM forum team, or another forum user, might be able to explain more about the secondary account holder. You would need to find out what it involved and if you were comfortable allocating that permission to a tenant (if it was likely to be useful for dealing with tenant tech issues).

[Ashleigh_C]

Hi there @misskerryfletch 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I can understand that running the self checks may be harder in this situation as you are not at the property so I will pop you a direct message now so we can take a look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[misskerryfletch]

Thanks for this but I haven't received a message from you.

[Robert_P]

Sorry you weren't sent the Private Message misskerryfletch, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.