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Need to Cancel my Mums account



My mum is currently in hospital with advanced Alzheimer’s and if she is discharged will go into a nursing home for the rest of her life.

Therefore she no longer needs her home phone or tv services, she is out of contract.

I have lasting power of attorney for her affairs now she is totally incapable of making decisions  however I seem to be having lots of issues cancelling her services even though I have legal authority. Unfortunately I do not know her password to give to 150 offshore, therefore I am still considered a 3rd party even though I have POAs in place

I I do have her account number and of course her banking details 

Please provide some assistance in cancellation of her services



Forum Team
Forum Team

Hi @jka94036, thank you for your post.

We're really sorry to hear about your mother's ill health and understand it's bound to be an extremely difficult time for you.

In order to request the closure of the account, we'd suggest contacting our specialist Bereavement & Critical Illness team on 0800 952 2302.

They're available from 8am till 4:30pm from Monday to Friday.


Okay, so I rang this team and apparently they can’t close the account until my Mum is in the care home ?

She is in hospital with advanced Alzheimer’s, 91 years old, doesn’t know who I am let alone anything else, waiting for a care home placement, and will never be going home again, so she has to keep paying for an unused service ?

I have Power of Attorney over all my mums affairs so should be able to close her account on her behalf and taking into account her best interests 

But at least VirginMedia keep their coffers filled up preying on incapacitated people 

Shame on you 

Hi @jka94036, thank you for your response.

We're sorry to hear this is what you've been advised.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.