Unable to access/register VM account after bereavement transfer since November 2024
To whom this concerns, We have recently experienced a bereavement in our family and have gone under the process of the bereavement transfer policy given by Virgin Media as the main account holder had passed away, but since then we have not been able to access our eBilling or our current account that was supposedly transferred from the main account holder and we are seeking a solution to this problem. The previous main account holder's account is still accessible but is expectedly frozen from when I last tried to access it, as the bill does not go past November 2024. But when we attempt to register ourselves as the new account holder, the web page freezes on itself when we set the password for the account on iPhone. Or on PC, the web page freezes on itself when the password is set, and the webpage endlessly loops on "Request in Progress", with webpage prompts to say that the "Page is not responding, would you like to refresh" and this is the same across browsers Microsoft Edge, Google Chrome and now DuckDuckGo. We've given up to an 1 hour+ with no change to the webpage. When we get to this stage, we do receive an automated reply via email from Virgin Media saying that we have registered for eBilling, but when we try to login with the details we have registered, the login is unsuccessful. This is not a password issue as I have tried resetting the password through the forget password function, which we didn't receive an email to reset the password ever since November and I have tried this function multiple times since then, suggesting our account was not registered properly because the webpage freezes before we could register the account or the transfer from the main account holder is incomplete. We have been in contact numerous times with VM Customer service, but we've experienced no solution to our problem, we have even approached the bereavement team to confirm the transfer was done, which they did confirm, but we are seeing no change to our problem as we still cannot access or register our VM account. So I've made an account here in the hopes that this gets attention as this seems to be a larger issue. We have bill proof, email trails with the bereavement team, the form that was used for a bereavement transfer, and any other relevant information that is needed to prove that we are the current account holder and that we are a customer with VM and this transfer did happen, we are happy to provide it.