Transfer of Account

[Becklong]

Please can you help.  My mother called VM today as my father has been taken into a care home.  Currently the account is in my father’s name and she has authority over the account.  My mother wanted to transfer the account into her name, downgrade the tv package to a basic package as she does not need the sports channels and keep the telephone and basic fibre.  The adviser told her that she would need to cancel and start a new package and this would cost £101 per month and she would have to change her home phone number.  I struggled to see that this is correct and am frustrated that this has caused more undue stress at a very difficult time. I hope you can help!

[goslow]

Have you tried the contact/info here

https://www.virginmedia.com/help/billing-and-payments/change-account-holder

in the section 'What to do if the account holder has moved to full time care'?

Beware if you are told your mother can start a new contract and keep an existing phone number (if that is an important feaure of any changes). We have seen regular complaints on here, in similar circumstances, where a VM agent has told the customer an existing landline number could be transferred to a new account but this has turned out not to be the case and an existing number has been lost.

If your mother only needs basic broadband, TV, phone you/she might want to consider looking at alternatives away from VM and porting the landline number elsewhere in order to get a reduced package/cost. Depending on what channels your mother likes to watch, it might be worth considering Freeview TV via aerial and her own video recorder.

Hope you can manage to resolve. A VM person should reply to your topic within a few days.

[Tom_W1 · Accepted solution]

Hi @Becklong thanks for your post although we're sorry to hear of your concerns raised here, as well as your Father's help which I appreciate is a difficult time.

It's not certain why you've been advised the landline number can't be transferred, but this could be the case if you reside in a different dialling code area from the main account holder however, this is why it might not be transferrable. 

We'd advise though either filling out the form here for the transfer, all information is included there or you can speak to the dedicated team on 0800 952 2302.

We do hope this helps.

Many thanks