Cannot ask my late father!!!

JPAC · 03-04-2011, 23:07

Trying to view my bill and get this insulting and offensive message below

We're sorry, we can't reset your password right now

Please contact XXXXX XXXXXX, who can sign in and reset your password online for you. Once you've got your new password, you'll be able to sign in to My Virgin Media and choose a security question and answer. This means that in the future you'll be able to reset your password quickly and easily yourself.

I took over the account in 2009 when my father died and went to eBilling in Feb 2011 and now this. The X's represent my father's name.

**Paul M** · 03-04-2011, 23:14

So ... why dont you simply ring up and explain the problem ?

JPAC · 03-04-2011, 23:41

Already done that, suggested I call back later.

Peter_ · 04-04-2011, 05:58

If you have already done a transfer of responsibility and the account is now in your name then then the will be little problem sorting it out when you call in, the will be a little more of an issue if the account is still in your fathers name.

I think the account may well be in your fathers name if it mentions him so that will complicate matters a bit, and as for the insulting part if the account is still in your fathers name then the system will give you that computer generated message as it is unaware that he has passed away.

Also if you did do a TOR and also a Move and Transfer of the email addresses from the old account then it is very likely that your fathers name is still down as the Primary Email address and that can never be changed.

RobboEdin · 04-04-2011, 09:38

Quote:

Originally Posted by JPAC

Trying to view my bill and get this insulting and offensive message below

We're sorry, we can't reset your password right now

Please contact XXXXX XXXXXX, who can sign in and reset your password online for you. Once you've got your new password, you'll be able to sign in to My Virgin Media and choose a security question and answer. This means that in the future you'll be able to reset your password quickly and easily yourself.

I took over the account in 2009 when my father died and went to eBilling in Feb 2011 and now this. The X's represent my father's name.

Did you actually take over the account by paying the appropriate transfer fee or have you just been paying the bill?

JPAC · 04-04-2011, 11:58

Yes I did transfer of responsibility and the account is now in my name back in 2009.

A computer generated message? Well this could be years before it's sorted out then.

Should I quit VM entirely?

**Rob** · 04-04-2011, 12:01

So you phoned and they suggested you call back, why was that and why wouldn't they deal with it then?

JPAC · 04-04-2011, 12:06

Well first, they said try later, so I did on Sunday (last) night.

They also said they couldn't help me because the system was down and to call back later.

**Rob** · 04-04-2011, 12:15

So the system was down when you called them last time. That happens in an IT based world especially weekend evenings when it's probably best for upgrades and maintenance to take place at times of least precieved demand.

What happens if you call now?

JPAC · 04-04-2011, 12:28

Do you think they've had enough time since last Thursday, or last night when I tried to access my eBill again?

Peter_ · 04-04-2011, 13:24

Quote:

Originally Posted by JPAC

Do you think they've had enough time since last Thursday, or last night when I tried to access my eBill again?

Call today and they should be able to sort it out fairly quickly.

hedgie · 15-04-2011, 21:37

I had a very similar problem when I was appointed an executor following the death of my uncle. United Utilities, who operate a call centre in the Phillipines, basically said that they needed my Uncles permission for me to access the account in any way. Eventually I got a response and apology from the Customer Services Director in the UK who admitted that they had had a few "cultural" issues with the offshore centre for anything but the simplest most straightforward enquiries.

In my experience of banking, insurance media and utilities the offshore call centres never seem to be able help, If the question I am asking is not on the computer they seem to panic and follow a random script. Suppliers need to realise the impact a negative customer experience has and increase he quality and responsiveness of call centres.

just my two penneth

JPAC · 27-04-2011, 10:29

Just tried again just now, total fail, as I suspected. How can you enter on your keypad the code for a password that you cannot get because it doesn't exist yet - pathetic. Still getting the ask your dead relative screen.

Ooops I do not understand - do you need some help - here we go... NOT!

DaiNasty · 27-04-2011, 10:50

This sounds like another case for an email to the CEO.

As it stands it's offensive and useless.

JPAC · 27-04-2011, 11:02

Update, I called VM and after 30 mins, I can now log in as my deceased father but am unable to change anything on 'My profile' as the link doesn't work - Getting the Oops screen.

Apparently, email addresses ending in ntlworld aren't working these days on the VM computer system and it's not known when they will be.

I am assured that I (yes me) can sort things out once that link starts working. (as in change my User ID and password).

Jeez.