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Going round in circles

Joining in

Been with Virgin for a number of years now, with the account always having been in my now ex husbands name. He moved out 6 years ago and for the last 2 years I've been trying to get the account put into my name.


I don't want to change anything, but seeings it me that pays the bills, I would like to be able to speak to someone without his permission!  

We have both spoken to customer services, we have sent in forms and still the account is in his name. 

We have recently been told that for the account to be put into my name, I will have to send all the current equipment back and open an account as a new customer. 

I work from home and can't afford to be without internet or land land. As I have said above, I don't want to change anything on the package. 

More recently I have tried adding a second account holder - go to the app, choose that option, it opens a new link in a browser, telling me to use the app that I was trying to use in the first place.

Can someone please help me resolve this as I think it's been dragging on long enough.  

I also need to arrange an appointment for a new hub to be installed for my land line to be connected to the wifi. I can't do that either, guess why? Because the accounts still not in my name.

Please help me 


Very Insightful Person
Very Insightful Person

What you're wanting, is a "Transfer of Responsibility" and VM stopped offering this a few years back except in cases of bereavement. Therefore what you're being advised is to totally disconnect and rejoin as a new customer.

Unless VM would be willing to make an exception for your circumstances - which I wouldn't rely on as they would then need to do it for everyone in the same situation - then the disconnect/reconnect option is your only solution.

If you know the account password, you should be able to many account functions but are correct to believe that some account & contractual changes do need the a/c holder's consent.

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Forum Team
Forum Team

Hi there Emze17,

Thanks for your post and welcome to the community.

Apologies for the experience faced, as @japitts has advised, to have an account in your name we'd need to close the current one. 

When was the form advised? As that wouldn't be the process anymore.



Hi Kain, 

Thank you for your reply.

The most recent form was sent in as advised just last Friday.

If the account thats in my ex husbands name is closed, can it be arranged for my new account to be set up/connected on the same day so I don't lose, or have to go without services?

It's unlikely that your account would be setup the same day. You would need to contact the Sales team via 0800 183 1234 to discuss a new contract.