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Difficulty reporting critical illness

Tuning in

Why does Virgin Media make things like simple communications so difficult? My mother, who is the main account holder, has a serious illness and all we want to do is report it and then hopefully be able to make me the main account holder so I can change the direct debit and generally manage the account.  But none of this seems to be possible as Virgin Media have no email addresses (which is ridiculous in this day and age) and we’ve tried ringing the Critical Illness phone number a couple of times but cannot get to the right department much less to an actual human being. So I thought I’d try the Live Chat on the website but I either cannot find a way to access it at all or if I do find a link it doesn’t work on either my iPhone or iPad.

I just seem to keep getting stuck in very frustrating loops that do nothing which is ridiculous when we’ve had no trouble making these same changes with any of the other companies involved with our household bills.  

Can anyone here help us with this, maybe provide a link to the Live Chat that will actually work or any other advice on how to report this critical illness/get these changes made in a straightforward manner as we really could do without this added stress. Many thanks & here’s hoping for a solution🤞.



Forum Team
Forum Team

Hi there @Chrissielou 

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 an issue with your account and thank you for posting. I understand this must be a difficult time and I am so sorry for any further inconvenience caused. Can I just confirm if you have tried speaking to our Bereavement and Critical Illness team on 0800 952 2302?

Hi @Ashleigh_c,

Yes we’ve tried that number a couple of tines but not been able to get through to anyone.


Thank you for confirming @Chrissielou 

I am so sorry you have not been able to speak with the teams, we cannot assist with switching the account name here on the forums, but let me grab some information from you in a private message and I can reach out to the relevant teams to pass this on. 

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.


Thanks @Ashleigh_c 

I’ve dropped you a PM with the details you requested.

Tuning in

Hi @Ashleigh_c

It’s now been 2 weeks since you very kindly helped me pass security and emailed the Critical Illness team to ask them to contact me, and I’ve heard absolutely nothing from them.

Please can you chase them up like you said you would in your last DM as I don’t know whether to just keep waiting for them, try live chat again or just give up. All we want to do is switch the primary (my mum) and secondary (me) account holders around on our account without changing / messing up anything else. Don’t understand why it’s so difficult, we’ve had no problems doing something similar with all our other household bills but Virgin Media seem to be a law unto themselves where customer service is concerned.

Apologies for the delays Chrissielou, I have asked Ash for an update and to get this chased for you. As soon as they know more they will be in touch.