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Lack of support during family bereavement

Joining in

I have been a VM customer for many years (20+) and continue to be the account holder for a broadband/phone contract at my elderly parents address - costing £40 per month.

Last week my Dad sadly passed away and Mum has now come to live with us, temporarily (and more than likely permanently). The house where they lived, and where my contract is, is therefore no longer being resided in. I.e. there is no continuing need for the services.

I have asked VM for support in these circumstances, to either freeze the services, or downgrade to the minimum possible cost, given the circumstances but no such support is being offered. They are confirming that I will have to pay an early disconnection fee (contracted until 2025), or they may be able to waive the recent 8.9% inflation rise. 

I am frankly outraged by the lack of support and 'computer says no' response. Some compassion should surely come into play now at what is an incredibly difficult time for my family and I.

In contrast, Sky cancelled my services, waived all early exit fees and were excellent in the way they dealt with me, in what were almost identical circumstances. Rather than a long standing valued customer of VM, I feel more of a number where money means more than morals.

Is there any way than I can escalate this issue?

Kind Regards



Forum Team
Forum Team

Hi @craigstokes1981 👋.

Thanks for reaching out to us. Our condolences to you and your family at this time, so that we can assist you please join me in a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.