Cancelling VM Services following death of a relative

James79 · 10-10-2009, 13:47

Folks,

Ive trawled the forum to see if I could find any similar queries, but to no avail.

To cut a long story short, my Grandfather passed away on Tuesday and he is the only person who lives in the house. He is the person named on the bill.

This may sound silly, but I was wondering how we go about cancelling the service with Virginmedia?! Ive heard some horror stories of some VM employees being so dedicated to their jobs that they insist in speaking with the bill payer even though they have passed away!!

I assume that the 30 days notice still applies and therefore, it would be better to contact them as soon as possible!?

Thanks for any assistance you can provide.

James

Russ · 10-10-2009, 13:49

It's likely they'll need to see a copy of the death certificate which is normal practice. Give them a call to explain the situation, if you end up dealing with any 'traffic wardens' let us know and we'll get our high level contacts at VM involved.

Paul K · 10-10-2009, 13:53

Yep they will just ask for a copy of the cert to sent to them.

James79 · 10-10-2009, 13:59

Thanks. Much appreciated.

I assume the "traffic wardens" are those to which I was referring in my initial query!! lol!!

Russ · 10-10-2009, 14:27

Yes, 'traffic wardens' are the people who work in any callcentre who like to be awkward for the sake of being awkward. Sadly VM is no different are there are some (albeit a minority) working there.

let us know if you encounter any.

James79 · 12-10-2009, 16:59

Well, finally got round to ringing VM about this query.

I could not have been more impressed by the service I received!!

Ive been advised that the service will cease tomorrow and that a new, amended bill will be issued. I have provided my address as point of contact for all future correspondance.

The "normal" bill which should be arriving in the next few days, should be ignored as it details the billing period from 9th October to 8th November. The amended bill will detail 9th October through to 13th October.

A death certificate was not requested. Apparently VM are one of only a few companies which do not request a copy of a death certificate and actually take a customer on his or her word, given they would have enough to cope with!!

There was no mention of the collection of the set top box from the property though - I meant to ask, but forgot!!

Toto · 12-10-2009, 17:35

Quote:

Originally Posted by James79

Well, finally got round to ringing VM about this query.

I could not have been more impressed by the service I received!!

Ive been advised that the service will cease tomorrow and that a new, amended bill will be issued. I have provided my address as point of contact for all future correspondance.

The "normal" bill which should be arriving in the next few days, should be ignored as it details the billing period from 9th October to 8th November. The amended bill will detail 9th October through to 13th October.

A death certificate was not requested. Apparently VM are one of only a few companies which do not request a copy of a death certificate and actually take a customer on his or her word, given they would have enough to cope with!!

There was no mention of the collection of the set top box from the property though - I meant to ask, but forgot!!

Yes, following a Watchdog report I believe they have recently changed how they handled account holders that have passed away. I am glad this appears to be getting through.

Flyboy · 12-10-2009, 18:12

My neighbour's sister died and she tried to cancel her subscription, the call centre in India asked for the deceased to call them. Can't make it up.

Anyway, I think Watchdog highlighted several concerns regarding this issue.

Fingy · 14-10-2009, 15:57

James remind me about the box tomorrow, should have a mail back about it by then.

Mr Angry · 14-10-2009, 17:17

"I could not have been more impressed by the service I received!!"

This comes as no surprise - if yer woman above was involved in any way at all.

Fingy · 15-10-2009, 08:01

Actually I wasn't really! But thanks anyway.

I'm just picking up the pieces afterwards and offering departments advice.

James - can you lift the stb from your Grandas and bring it home please? In the next week or so there should be a jiffy bag coming out for you to post it back in, asked for it to go to the forwarding address you gave.

Anything else you know where I am.

James79 · 15-10-2009, 09:46

Thanks!!

Much appreciated - just wanted to tie up the loose ends - and didnt want to incurr the rath of Virgin Media if we happened to leave the box there!!

Fingy · 15-10-2009, 10:09

Nay bor mate, had it confirmed that the jiffy has already been requested... I should have said, you need to send back the stb, remote, power lead and scart! (don't ask!)

James79 · 15-10-2009, 11:19

Och, I was gonna hold on to the remote incase mine broke!! haha!! Come to think of it - his remote did break and I replaced it via one from Ebay!! Aw well it was only a couple of quid!!

Must try and find the oldest scart possible to send back!! The old NTL ones which he had been given were the worst in the world!!

James79 · 16-10-2009, 20:49

Was I wrong to heap praise on Virgin Media following their help following my Grandfather's death?? That's a question Ive now started to ask!!

He lived in what many of you would refer to as a council flat or social housing. We have been advised by his landlord (a government organisation known as the NI Housing Executive) that we could have at least two weeks to clear the house of my Grandfather's effects - something which we are now doing, albeit with a heavy heart!! A man of 87 years collects many things especially if he has been living in the same house for just shy of 60 years.

Anyway, as described above - the services were cancelled by myself on Monday just passed and I am awaiting the jiffy bag to return the STB etc! Imagine my shock, sadness and ultimately anger that I experienced this morning when I noticed a letter from VM with a Belfast postmark - the letter was addressed to "New Occupier" and encouraged them to sign up to VM Services!!

Im utterly horrified at this action by VM and it is evident that the company is still as cold and heartless as once thought!!

It was a waste of time for VM to do this anyway - if I hadnt intercepted the letter, the Housing Executive would have - and it would have been binned regardless!!