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The Guardian - UK
The Guardian - UK
Business
Anna Tims

My wife died but Virgin Media seems unable to transfer account to my name

Virgin Virgin Media
A sign outside a Virgin Media shop
Virgin Media called the customer within hours of Guardian Money contacting it to apologise and blame new staff for giving wrong information. Photograph: Nick Ansell/PA

My wife died suddenly 18 weeks ago. I contacted Virgin Media to get our phone and broadband account transferred from her name to mine. Its website said I could make changes to the package at the same time so I asked to be moved to a deal at half the cost.

I was told I would have to cancel the existing contract and wait 14 days before signing up to a new deal. This would leave me with no internet connection and unable to work from home. The other option was to transfer the existing package to my name and change it after 30 days. I chose the latter.

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