Power of Attorney

[1949mick]

Hello, My Elderly Neighbour's are having a bit of trouble. Mrs. Watkins is trying to get power of attorney over her husband's Virgin Media account. He has been diagnosed with dementia. Mrs. Watkins has Power of Attorney over her Husband's Affairs. She is having difficulty in getting Virgin Media to change Mr. Watkins account to herself and is having difficulty contacting Virgin Media. I tried on her behalf to get to talk to someone. First, I went through the phone call center system. Finally got to talk to someone who sounded Indian. (No disrespect) After trying to explain about the power of attorney issue for some reason he put me through the bereavement service. Where I kept getting the call center walk through i.e., Press button one for, Press button 2 for etc. etc. We cannot seem to get to anyone to talk to. Mrs. Watkins does not have a computer and does not use a Smart Phone. Can you help. Since you closed your shops, it has been a nightmare trying to contact anybody for a person to person talk. 

[newapollo]

Hi @1949mick 

The following info is from https://www.virginmedia.com/help/accessibility 

Power of Attorney and other Court Appointed Third Party Account Management

If you need to tell us about a court appointed third party including Power of Attorney, Court of Protection and Appointeeship, you can let us know by sending a copy of the official document to us via email or post. Alternatively, you can contact us by phone, Text Relay or Video Relay as depending on the type of document you have been granted we may be able to validate your status immediately.
Our email address is  ExecutiveTeam at VirginMedia.co.uk  (please note the forums automatically prevented me posting the email address in the correct format so if using that method you need to place the @ symbol in between Team and VirginMedia

please make sure that the document is attached as a PDF file. We will also require your full name, the account number you’re taking over, account details and a covering note.
Our postal* address is:
Virgin Media Concord House

Executive Team

Concord Business Park

Threapwood Road

Wythenshawe

Manchester

M22 0EY

*Please do not send the original documents as we are unable to guarantee their safe return.

[dnpark38]

I have Power of Attorney from my wife who has Dementia I had to provide proof to someone and I went to the local job centre and they photocopied the first two pages and certified them foc.  I then posted them and the recipient was happy.

[Molly_T]

 Hi 1949mick 👋 welcome back to community! Thank you for posting. 

Sorry to hear about this situation with your neighbours! We can appreciate this must be of concern! As they already have Power of Attorney, we will need to complete a form to get this added on to the account. We will need to be sent the LPA access code, or a copy of the documents needed (usually as an email PDF). 

I will send you a PM to confirm a few details so we can offer further support with this! We can then return to this public thread when possible with another update. You can find this in the top right corner of the page in your Inbox. 

Thank you for your patience in the meantime! All the best. 🌞