Virgin Media Fails to Transfer Account as Bereaved Husband Fights to Escape Unfair Contract
A Virgin Media customer claims that the telecoms giant has left him struggling to cope with the death of his wife, who passed away 18 weeks ago. Despite multiple attempts to transfer her account into his name and switch to a cheaper package, he has been met with bureaucratic delays and a refusal to acknowledge his new status.
When the husband initially contacted Virgin Media to update his wife's details, he was told that changing the package would involve cancelling the existing contract and waiting 14 days before signing up to a new deal. This would leave him without internet access for over two weeks and unable to work from home. Alternatively, he could transfer the account to his name with the option to change the package after 30 days.
However, three months on, the husband is still paying twice as much as necessary for the package, while being forced to call Virgin Media's bereavement line repeatedly to explain that his wife has passed away. Despite promises of a callback and an updated package deal, he remains without internet access and unable to work from home.
Virgin Media initially blamed new staff for providing incorrect information, but a spokesperson later apologised for the delay in resolving the customer's query and agreed to a new package at a lower monthly cost.
A Virgin Media customer claims that the telecoms giant has left him struggling to cope with the death of his wife, who passed away 18 weeks ago. Despite multiple attempts to transfer her account into his name and switch to a cheaper package, he has been met with bureaucratic delays and a refusal to acknowledge his new status.
When the husband initially contacted Virgin Media to update his wife's details, he was told that changing the package would involve cancelling the existing contract and waiting 14 days before signing up to a new deal. This would leave him without internet access for over two weeks and unable to work from home. Alternatively, he could transfer the account to his name with the option to change the package after 30 days.
However, three months on, the husband is still paying twice as much as necessary for the package, while being forced to call Virgin Media's bereavement line repeatedly to explain that his wife has passed away. Despite promises of a callback and an updated package deal, he remains without internet access and unable to work from home.
Virgin Media initially blamed new staff for providing incorrect information, but a spokesperson later apologised for the delay in resolving the customer's query and agreed to a new package at a lower monthly cost.
18 weeks is a long time to be going through this... imagine trying to transfer an account with double the stress of grieving 
. And poor guy is paying more than he needs to, I don't get why they wouldn't just switch it over already? seems like Virgin Media could do better in handling these situations 
.
it should be a no-brainer, just switch the account over and help him out during such a tough time 
they're literally killing him with their contract 
but what's really crazy is that virgin media is being all bureaucratic about it 
like, how hard is it to transfer an account into someone else's name after they're dead? 
it's just so frustrating 
It's not like he's asking for much, just a fair contract transfer and some internet access. 14 days without internet is a bloody eternity when you're trying to deal with grief! And to be told that the only options are to either cancel and wait or transfer the account and then change the package later? That's just rubbish! 
I'm all for good customer service, but this is ridiculous. They need to get their act together and sort out this bloke's situation pronto! 
. It's like they're more worried about their own stuff than helping him through his grief 
. 18 weeks since her passing and he's still being held back by their bureaucracy 
. It's ridiculous. I'm so glad the company finally apologized and agreed to help, but it's just not good enough for this poor guy 
he's been trying to transfer her account into his name for 3 months now and they just won't budge 
i think virgin media needs to step up their customer service game and make things easier for people going through tough times 
I feel so sorry for this poor guy who's going through one of the toughest times in his life. Losing a partner is never easy, and to be made to deal with all these extra stressors from Virgin Media just isn't right. It's just basic human decency to help someone get their internet sorted out after losing their partner - I don't think it's too much to ask for a simple account transfer or a revised package deal.
... I hope they can get it sorted for him soon, he deserves better 
. I get that they want to follow procedure, but this is just taking advantage of someone at their most vulnerable time 
. Virgin Media needs to step up their game and show some compassion 
.
. shouldn't they be giving him a break considering his circumstances? it's not like he's trying to scam them or anything, he's just trying to cope with a tragedy and move on with his life 
. It's like Virgin Media is taking advantage of him in his time of need 
. 18 weeks is a long time, and it's unacceptable that he's still paying double what he needs to be 
.
And what really gets me is that he's having to call them repeatedly just to explain his wife has passed away 
, but it took way too long for them to get their act together 
.
. i mean, you'd think they'd be more understanding considering how much they're already taking from their customers each month. its not just about the money, its about having support and resources when youre dealing with tough times.