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Joining in

Need advice about disconnection and setting up a new account

the account owner (grandmother) has sadly died so I want to set up a new account in my name but I’ve just started work from home so can’t afford any downtime offline. I tried to set up a new account but was told there’s still an active line. I know you can set up a disconnection for up to 10 days via the bereavement line but what I want to know if I re order and set up my a new account will I be able to do so during the 10 day period or does disconnection have to take place fully?  


Forum Team
Forum Team

Hi @SenorKyle 

Welcome to the community forums 

So sorry to hear about your grandmother, my condolences to you and your family. 


If you wanted to set up a new account, there would be some downtime as we would need to send out new equipment for your own account/service, as new account/service cannot be created or activated when another active account already exists at the same address. 


The bereavement team will be able discuss all the options available to you for the account and if you would like to transfer the services or close the account down complete. You can contact bereavement on 0800 952 2302 in their opening time Monday - Friday between 8am-8pm and Saturday only between 9am-5pm. 

Here to help 🙂
Virgin Media Forums Agent