Thanks for your reply. I understand that you want to make things easier for you and your mother. However, we are required to follow our Data Protection Guidelines that we may need to speak with the account holder for any changes or updates with your account or equipment. We are always open for any feedback or suggestion on improving our customer experience to do things easier but being compliant at the same time. If you want to, you can send a Power of Attorney forms which gives you rights to discuss and manage your mother's account and finances.
You may send them a copy to:
Off Nantong Way
Siemans Way Enterprise Park
I know there are ways around this from past experience. Virgin are more flexible on the phone than they can officially say here (depending on the random person you get to talk to). But if I wasn't around; in theory my mum would have no hope of getting a new box unless she wasn't deaf, was able to use text relay or gave a carer Power of Attorney just to be able to obtain a free upgrade from Virgin.