Struggles Continue for Widow Trying to Transfer Virgin Media Account

A widow’s attempts to transfer her late husband’s Virgin Media account to her name have been met with ongoing frustration and delays. Eighteen weeks after his death, she is still unable to secure a more affordable package, leading to questions about the company’s customer service practices.

The widow, known as GP from Ely, contacted Virgin Media shortly after her husband passed away. She sought to move their phone and broadband account from her late husband’s name to her own while also inquiring about a cheaper deal. Virgin Media’s online platform suggested that changes could be made simultaneously. However, she was informed that to switch to a new package at £33.99 per month, she would need to first cancel the existing contract, which would leave her without internet access for a full 14 days.

Faced with the prospect of being unable to work from home, GP opted to transfer the existing account to her name and change the package after a waiting period of 30 days. When she logged into the Virgin Media app a month later, she was confronted with her late husband’s name, which caused her significant distress.

In seeking assistance, GP turned to Virgin Media’s webchat service, only to be directed back to the bereavement line. “I had to explain once again that my husband had died,” she recounted. Unfortunately, she was told the system had not yet updated to reflect her name, preventing her from moving to the desired package.

After being promised a callback within three days, GP received no follow-up. Three weeks later, the webchat service again referred her back to the bereavement line, where she was told the system still had not been updated. As a result, GP has been paying £69.21 monthly for the unwanted contract instead of the newly requested rate.

The experience raises concerns about the effectiveness of Virgin Media’s customer service, particularly in sensitive situations involving bereavement. A spokesperson for Virgin Media later acknowledged the situation and expressed regret over the delays, stating, “We apologise for the delay in resolving his query. We’ve now agreed to a new package at a lower monthly cost.”

While the resolution has finally been offered to GP, her experience highlights the difficulties faced by customers dealing with corporate entities during emotionally challenging times. As she awaits a final resolution, the impact of corporate inefficiency is evident in both her financial burden and ongoing emotional distress.