General : No change in services but need to change name.

[joglynne]

I am not sure where to post this but here goes, oh and sorry for what will probably be a long rambling question.

Our contract is due to end on the 31st of this month, for several years I have been the one to deal with any problems and to negotiate a reduction in price with my husband(the account holder since 1997) giving the agent permission to deal with me when needed.

In July, with a My VM login problem, I needed to contact VM and I went online to the VM community in order to bypass the phone as my husband's health and hearing problems usually resulted in his having to lip read me before he could verbally confirm his identity and give his permission for me to speak on his behalf. Eventually after days of trying to solve the issue, confirming that the email was being added correctly!!!! and including changing the password 3 times and then ending up with the one I used originally, the fault team couldn’t solve the problem. They then decided it was a 'security issue' and insisted they needed my husband’s verbal permission to go any further with me.

In the end I still had to use the phone via the first line agents - as the online team said there was no direct line we could use - this resulted in several phone calls over the following days where first line agents refused to transfer my calls even after speaking to my husband and confirming I had permission to speak on his behalf. They ignored my plea to just read the account notes that I had been told would tell them what extra security questions needed answering and to bypass their own attempts to help me. Each time they all even insisted on trying to solve the problem themselves despite there being a note/s added telling them to pass me through to the team dealing with the problem. After many futile attempts I was eventually transferred as the agent suggested I needed more help than he could give me I was put on hold for nearly an hour before the line went dead. A second attempt ended the same way. The 3rd attempt did go through but he could not hear me and asked me to phone him again as there was no problem at there end. I couldn’t face any more and finally gave up even trying.
add// I eventually found a workaround solution to the login problem myself using the vm/O2 login and ignoring the O2 options. Point to note -my vm login still not working and will not accept our email address even though it has been accepted as correct and it works with VM/O2 login



I know we could move to other suppliers but, as John still retains the ability to use the VM TV remote and V6 box where he can enjoy some independence from me I want to try to cling on to this VM account without him being stressed trying to understand any changes that he would have to deal with.
So, if possible. I want to have the contract in my name rather than of being pushed into a new VM contract which, I believe, could reduce my bargaining power and result in a new style remote and using 360 steam boxV6 360 upgrade?
The only thing that we need is to change the name to mine. I do not want to reduce or change any services and the Direct Debit is paid from our joint account so there will be no change in any details.

There is a section that gives advice :-https://www.virginmedia.com/help/billing-and-payments/change-account-holder#f32d3646-60fa-47db-8aa6-0a42a43f04b4
and I wondered if anyone has used either of the forms and if anyone has any advice on the order I need to do things. New Name or negotiations first. Or any other advice that will help maintain my sanity

Kudos to anyone reaching this far. xx

---------- Post added at 13:26 ---------- Previous post was at 13:23 ----------

Surprisingly I actually feel a lot better, less stressed after having such a big silly moan but I would still welcome any advice from you guys.

Might be an obvious question, but have you asked on the VM Community forum ?

[Itshim]

I eventually found a workaround solution to the login problem myself using the vm/O2 login and ignoring the O2 options. Point to note -my vm login still not working and will not accept our email address even though it has been accepted as correct and it works with VM/O2 login

Hate to say this I have had this problem or one very much like it for two weeks. It is a known problem. No help I agree

---------- Post added at 17:10 ---------- Previous post was at 17:07 ----------

Originally Posted by Paul

Might be an obvious question, but have you asked on the VM Community forum ?

I certainly have, complete waste of time empty promises of will get back. Never happens.

[joglynne]

Originally Posted by Itshim

I eventually found a workaround solution to the login problem myself using the vm/O2 login and ignoring the O2 options. Point to note -my vm login still not working and will not accept our email address even though it has been accepted as correct and it works with VM/O2 login

Hate to say this I have had this problem or one very much like it for two weeks. It is a known problem. No help I agree



I certainly have, complete waste of time empty promises of will get back. Never happens.

I feel the same so after the nightmare experience using the community forum last time I wanted to check for any advice from our members first.

I'm now thinking I should sort out the account name first rather than the discount which could end up tying us into a contract using my husbands name for the next 18 months.

[Itshim]

Originally Posted by joglynne

I feel the same so after the nightmare experience using the community forum last time I wanted to check for any advice from our members first.

I'm now thinking I should sort out the account name first rather than the discount which could end up tying us into a contract using my husbands name for the next 18 months.

Good luck, I can't do/see my account, real nightmare.