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cancel my mums account due to her ill health

Hi, my brother and I been calling VM to cancel my mums account since 12 March due to her ill health.  She has been moved to a care home and will not be moving back to her address.  We are being told that the account cannot be cancelled because we do have the security password, therefore we are in a stalemate.  her home where the account is held is up for sale and we cannot visit to collect any mail.  Can anyone help please. 

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Re: cancel my mums account due to her ill health

What number are you calling?

There is an 0800 number here that should get you through to team that can help

https://www.virginmedia.com/help/reporting-critical-illness-for-account-owner
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I work for Virgin Media - but all opinions posted here are my own