I took my account over from my brother who passed away. To date I'm still unable to access my virgin account online. When I try to register it doesn't recognise my surname,I have the correct account code and area code.
When I phone customer services ( who I rate very badly) they just send me a email to the help section.
How do I get this problem resolved and how can I speak with someone who understands what I'm saying and can have an accurate conversation?
Sorry to hear that your brother has sadly passed away. When you say you have taken over his account, has it been transferred into your name?
Either way if you call The bereavement Team on 0800 952 2302 they will be able to assist you either transferring the account into your name and talking you through using my virgin media online or checking it has been done successfully.
Has this post helped you out? say thanks by clicking on the Kudos Star. I work for Virgin Media - but all opinions posted here are my own
I'm sorry to hear about your loss Stmitchell635 and that not being able to access your account doesn't help during these difficult times.
I'd like to help but I'll need some more information about the account if possible. Was you given a new account number or is the account number the same? It may be that everything has migrated over except for the online account details.