Switch broadband and account holder process

FranG84

I'm helping my mum with her broadband. She is really interested in switching away from Virgin due to bad customer service experience. At this rate she can't even get through the automated phone system to talk to anyone. Website is even worse. If we switch we're also considing my taking over being the account holder and payer. If we took out a contract elsewhere and I became the account holder, will the new company still consider it a switch and tell Virgin we are moving & cancelling their contact as part of the process? Or would it just be considered a new contract, and my mum will still have to separatly speak to Virgin to cancel her old contract?

iniltous

If you want to become the account holder the usual OTS ( one touch switching ) won’t work as the name mismatch will ( or should ) cause it to fail, however using the same process as if you were a new customer moving into the address and your mother was moving out , so you sign up with however you want to use , however because it’s different networks ( presumably you will use someone other than Virgin ) your mother may not get a sorry to see you leave message from Virgin , if no communication is received about leaving then she would need to call VM to cancel herself 

littleboo

Obviously don't know your mum's situation but if you dont already have it, maybe consider a power of attorney which would enable you to manage accounts in her name on her behalf.