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Domestic Abuse Help - changing account owner details

nq2
Joining in

Hello,

I am looking for help on behalf of a vulnerable family member who no longer has broadband. The account holder has not transferred details after a divorce and the family member needs details transferred or a new account produced at the same address.

Thank you in advance.

3 REPLIES 3

John_GS
Forum Team
Forum Team

Hi @nq2 

Thanks for posting and welcome to the community. Sorry to hear of any personal situation.

Please call the sales team with the new account holder there, on 0800 183 1234.

Please ask them to do a Goneaway form if there is still an active account and advise that you'd like to take out services in a new name. 

If there's no active account, then they'll just help set up a brand new account :).

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

jbrennand
Very Insightful Person
Very Insightful Person

Whilst waiting for VM to help here...

Has the account at the property been cancelled and equipment returned by the account owner ?  If not - that has to happen first - if they havent cancelled they will continue to be debited by VM.

One quick way to check would be to see if they csan sign up for a new account atnthat property address using their postcode finder - or just call the sales team on 0800 183 1234 and they will check.

Could be that simple... if they havent cancelled that needs to be pursued


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & TNT sport), x3 V6 boxes (1 wired, 2 on WiFi), Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks for getting in touch John.

Unfortunately I had to cancel virgin entirely due to the response from the department at 0345 454 1111. They're only resolution was to ask the abuser's permission to close the account... as well as to charge the victim a £470 cancellation fee! Not a single resemblance of crisis management or special circumstances for vulnerable persons.

I managed to transferred to the right person after 2 hours of conversation with the department making no progress on a very urgent situation, only for them to have received completely incorrect information on the reason for my call. Very concerned for other customers in similarly vulnerable situations.

I will never be dealing with Virgin again and I strongly advise anyone reading this to tread carefully if they are in a similar position. Trying to get in touch with an abuser and charge the victim £470 for a contract that is not even in their name is completely unacceptable.