Problem with swapping account name

Markb06

Apologies if this is in the wrong place. My partner has Cable TV and Internet with Virgin Media

My partner has Virgin Media installed in her flat that was in her ex partners name. About 12 weeks ago they wanted to swap it over to her name. Her ex rang up Virgin told them and got the relevant forms sent out. This took about 2-3 weeks.

My partner filled her part out and sent in the id requested. This was about 8 weeks back. So far the only letter she has had is a letter confirming her bank details for the direct debit. She rang up Virgin only to be told they had not got the paperwork from her yet yet they have her bank details which was on the same letter

When she calls them she is being told she has to wait a certain amount of time for the new data to be put on the system. Firstly she got told 72 hours and when she rang back she got told 21 days. This has now also elapsed.

Recently she had a bill still in her ex's name but my partners bank details. She also requested paper free bills but still getting them through the post.

Any advice?

Markb06

Thank you for the help