Your service has been temporarily disconnected

[JMLV]

I am the son of the account holder, who passed away recently. I informed VM of this yesterday and, because I don't want to keep all the services, I was advised to close the account.  The person I spoke to said he would schedule the disconnection for 10 days time, and that in the meantime, the sales team would contact me to discuss a new package.  Now I'm seeing this message and obviously have no internet connection - at a time when I really need it, given that I need to upload pictures for my mum's funeral, amongst other things.  Can you please advise why the service has been 'temporarily disconnected' - and if this is normal practice, why I was not informed about it.

[Kath_P]

HI JMLV, 

Thanks for taking the time to contact us via the Community. We're very sorry to hear about your recent bereavement. 

We understand that you will currently be going through a difficult time. Please give our specialised team a call on 0800 952 2302. They will be able to check what's happened and get things corrected to ensure your connection is restored. They're available 8:00am – 4:30pm from Monday to Friday and are closed over the weekend.
Keep us posted on how things go. 

Thanks,