How do I change My Virgin Media account holder details?
Everything you need to know about managing your Virgin Media account details.
In this article
- How to change your name, title or gender on a Virgin media account
- I want to take over a Virgin Media account
- What to do if the account holder has moved to full time care
- What to do if the account holder has a long term illness
- What to do if the account holder has passed away
- Managing a Secondary Account Holder
- Managing my account if I go to prison
How to change your name, title or gender on a Virgin media 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
If you have a Virgin Mobile device loan, and you wish to change your details: 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
Council Tax bill
Step 3:
Send the form and copy of your document via email to namechange@virginmedia.co.uk 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, or an O2 account
If your household is with both Virgin Media and O2, and you need to change the name you’ll need to fill out a form and follow the steps on O2’s changing your name page. If you need to change your address on the O2 account, please visit O2’s change your address page. If you’re a Virgin Media customer, and you have Volt benefits as a result of living with someone who has an O2 Pay Monthly account, please follow steps 1 to 3 under the “How to change the name on a Virgin Media account” section above. If you need to change your address, you’ll need to follow Virgin Media’s moving house process.
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 chat to us so we can arrange this for you. Chat to us here.
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 has moved to full time care
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 and Home Phone accounts.
If the account holder has moved out of the property or can no longer access services because they are now receiving full time care, we can help, select below what you’d like to do:
If you want to transfer existing services into another person's name without any other changes, just download and complete our Transfer 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 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 0800 952 2302.
You can call us between 8am—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.
If a customer of Virgin Media and O2 with Volt benefits, or a Virgin Media broadband customer with Volt benefits (as a result of living in the same household as an eligible O2 Pay Monthly mobile or sim customer) has moved to full time care, please Call us on 0800 090 18 20. We’re available Monday to Friday 8am – 5.45pm, Saturday 9am-4.45pm
If you want to disconnect all Virgin Media services, the simplest way is to complete our online Disconnection form here.
Once you submit the form 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—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.
If a customer of Virgin Media and O2 with Volt benefits, or a Virgin Media broadband customer with Volt benefits (as a result of living in the same household as an eligible O2 Pay Monthly mobile or sim customer) has moved to full time care, please Call us on 0800 090 18 20. We’re available Monday to Friday 8am – 5.45pm, Saturday 9am-4.45pm
What to do if the account holder has a long term illness
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 and Phone accounts.
To report a critical illness, 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—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.
What to do if the account holder has passed away
We’re sorry to hear this news. To make things as simple as possible, select what you’d like to do:
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. However, 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 0800 952 2302.
You can call us between 8am—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.
If a customer of Virgin Media and O2 with Volt benefits has passed away, or a Virgin Media broadband customer with Volt benefits (as a result of living in the same household as an eligible O2 Pay Monthly mobile or sim customer) has passed away, you can manage their O2 mobile account by visiting O2’s bereavement page. O2 have a team dedicated to supporting you through this difficult time.
If you want to disconnect all Virgin Media services, the simplest way is to complete our online Bereavement Disconnect form here.
Once you submit the form 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—7:45pm Monday to Friday, and 9am—5:45pm on Saturdays and Sundays.
If a customer of Virgin Media and O2 with Volt benefits has passed away, or a Virgin Media broadband customer with Volt benefits (as a result of living in the same household as an eligible O2 Pay Monthly mobile or sim customer) has passed away, you can manage their O2 mobile account by visiting 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.
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:
Sign in to My Virgin Media
Select Account settings at the top of the page
Select Account details
Select Manage accounts tab
Select Create a new account button
Finally, complete all the new user details
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 email address 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:
Sign in to My Virgin Media
Select Account settings at the top of the page
Select Manage accounts tab
Select view/change next to the account you want to remove
Select Delete this account button
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.
Managing my account if I go to prison
If you’re in prison, or due to go to prison, and need support with managing your account, several options may help. Please get in touch with the below information and a cover note detailing your requirements.
The account holder’s name
The account holder’s address
The Virgin Media account number that your request relates to (if known)
A letter on letter-headed paper from the Prison or a Solicitor, which should include official confirmation of the sentence or that the account holder is on remand awaiting trial
Your name and contact number (if different from the account holder) so we can call you back to discuss available options
Please send to: prisonsupport@virginmediao2.co.uk or via post to: FAO Prison Support, Virgin Media, Sunderland, SR43 4AA