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How to change the name on the account


Step 1.
  Download the Change of Details Form and follow the instructions on the form to complete it.

Step 2. Make a copy of one of the below documents to send with your completed form:

Marriage certificate
Civil partnership certificate
Deed poll documentation

For your Virgin Mobile account, Along with the form, you'll need to send us a copy of one of the following, dated within the last six months:

  • Utility bill
  • Tenancy / Mortgage agreement
  • Council Tax bill

Step 3. Send the form and copy of your document via email or post: Virgin Media, Sunderland, SR43 4AA

Note: If we’ve made a mistake with how your name is spelled on your account, then you can also use this form and include the details of what we need to correct.

Once we’ve received your information we’ll aim to change the name on the account within 48 hours of receipt of the completed form and documentation. Your services will remain unaffected whilst we update your account
 

Changing your details on a Volt package

If you’re a customer of both Virgin Media and O2 with Volt benefits, you can change your contact details on the O2 site.



I want to take over a Virgin Media account


If the current account holder is no longer living at the property, and you want to keep Virgin Media services then it’s best to call us so we can arrange this for you.

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111* from any other phone.

We’ll try to contact the account holder for you, to confirm whether they need the services moving to their new address. If they don’t, you’ll need you to send their old equipment back to us.

You’ll be able to choose from our latest and best deals, and we’ll make sure you have brand new equipment to use.

 *For call costs to our team from a Virgin Media home phone, visit Call costs page. Calls from other networks and mobile may vary.
 



What to do if the account holder is critically ill, or has died


We know this may be a difficult time, so we’re here to help make any changes that you may need for Virgin Media Broadband, TV, Phone and Mobile accounts.


To report a critical illness:

We’re here to help. Simply call our dedicated team on 0800 952 2302.

Don’t worry if you’re not the account holder, we’ll still be able to help, but just make sure you have their details to hand when you call.

You can call us between 8am to 8pm Monday – Friday, and 9am - 5pm on Saturday. We’re not open on Sundays.


If the account holder has died:

We’re sorry to hear this news. We hope to make this process simple for you. 
 

If you want to transfer existing services into another person's name without any other changes, just download and complete our Bereavement Transfer form and email it back to us.

Once you've sent the form back we'll update the accounts within 7 days.

If you want to make changes to the services at the same time as transferring it into another person's name, then please give us a call on the number below.

If a customer of  Virgin Media and O2 with Volt benefits has passed away, to manage their O2 mobile account please visit O2’s bereavement page. O2 have a team dedicated to supporting you through this difficult time.

If you want disconnect all Virgin Media services, the simplest way is to download and complete our Bereavement Disconnect form and email it back to us.

Once you've sent the form back we'll update the accounts within 7 days.

However, if you’d prefer to speak to us then you can call us on the number below.

Get in touch on 0800 952 2302

You can call us between 8am to 8pm Monday – Friday, and 9am - 5pm on Saturday. We’re not open on Sundays.

If a customer of  Virgin Media and O2 with Volt benefits has passed away, to manage their O2 mobile account please visit O2’s bereavement page. O2 have a team dedicated to supporting you through this difficult time.



Managing a Secondary Account Holder

Being a secondary account holder does not give you access to the full suite of tools available to the primary account holder, but there are still some cool things you can do with it.

  • Set up a second Virgin Media email account

Secondary account holders get a separate Virgin Media email account. This needs to be set up by the primary account holder and can be accessed through the sub account.

  • Refer a friend

Virgin Media customers can refer a friend to join Virgin Media. This usually comes with £50 off both your, and your friend’s, bill once they sign up.

  • Check your service status

You can keep track of your service status from a secondary account to make sure everything is working as it should. If one of your services has an issue, you’ll also be able to see when we expect it to be resolved.

It’s not possible to update the account package details or change the account preferences from a secondary account. This needs to be done by the primary account owner.

Adding a secondary My Virgin Media account doesn’t take long, but only the primary account holder can do it.

To add an account:

1.    Sign in to My Virgin Media

2.    Click on My Profile at the top of the page

3.    Select the Manage accounts tab

4.    Click the Create a new account button

5.    Finally, complete all the new user details including their full name and chosen email address

Now you should be all set up and ready to rock.
 

Just so you know; don't forget to tell them the password you've chosen for them. They'll need to enter this with their username when they sign in to My Virgin Media. Once they’ve signed in, they can change their password if they want to.

Follow the steps below to delete a secondary account.  Remember: Deleting a second account also deletes the secondary account holder’s Virgin Media email, so it’s best to make sure they don’t want it any more first.

To remove an account:

1.    Sign in to My Virgin Media

2.    Click on My Profile at the top of the page

3.    Select the Manage accounts tab

4.    Click view/change next to the account you want to remove

5.    Click the Delete this account button

6.    Confirm that you want to delete the account

Just so you know; it’s not possible to delete the primary My Virgin Media account, only additional ones.