Virgin Media Community

[Jimmy8506]

Hi

My sister in law is having great difficulty closing our parents account because we no longer know the password.

Account No [MOD EDIT: PERSONAL INFORMATION REMOVED]

Our Father is in a care home and will remain for life, Mother was due to go to a care home too but is critically ill with COVID and is not likely to pull through as she is extremely ill anyway. Either way, both no longer live at home and will see their time out in care

i understand you may have a critical illness team that can help or in fact anyone who can assist with the cancellation would be greatly appreciated 

We are at the end of ideas of what to do and customer services have been no help

Thanks

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Katie_WT]

Hi there @Jimmy8506

Welcome to our Community and thanks so much for your first post; I was very sorry to hear about your parents and the subsequent issues you and your sister-in-law are having sorting out their account. 

In instances such as this where a customer goes into a care facility or is impacted by illness, we so indeed have a dedicated Critical Care team who can assist you. You can call them directly on 08009522302.

They are available between 8am - 8pm Monday-Friday and 9am - 5pm on Saturday

If you have any issues with contacting the team or need further assistance, please do pop back and we can escalate this for you if needed. 

Thank you. 

[Jimmy8506]

Thank you so much everyone for their help

all issues are now resolved 

KR.....

[Corey_C]

Thanks for your reply and update, Jimmy8506, Glad to hear all issues resolved.

Cheers,

Corey C