Virgin Media customer told subscription had been cancelled because he’s ‘dead’

A 69-year-old was given a shock when he discovered that his Virgin Media subscription had been cancelled because he was supposedly DEAD.

Robert Smith and his wife Christine, 61, received a letter from the company with apologies for his ‘death’ and the details of their subscription cancellation.

Mr Smith informed the company that there had been a mistake when he was told his account had closed due to his ‘death’ – only to receive a letter weeks later addressed to the executor of his estate.

“I’m speechless about the whole situation, it’s absolutely disgraceful.” he told Teesside Live .

The 69-year-old from Thornaby-on-Tees said his wife were unhappy as the pair were forced to take out a new package.

But as an apology, the couple ended up with a cheaper bill.

The saga began around one month ago when Mr Smith noticed that his phone and internet had been disconnected.

“I might be nearly 70-years-old but I’m still alive,” he said.

“I’m not happy because I’m classed as dead and I don’t want to be dead.”

Despite telling the company that an error had occurred, Mr Smith claims that the situation wasn’t resolved, and this week a letter was delivered to his home addressed to the executor of his estate.

It states: “We’re really sorry to hear that Mr Robert Smith has recently passed away, but just wanted to let you know that we have now disconnected the Virgin Media services at their address.”

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It goes on to ask for details to refund £25.04 of credit on the account.

“They must have got mixed up,” said the former machine operator who now works part time to keep active.

A Virgin Media spokesperson said: “We recognise that there has been a mistake and we sincerely apologise for any upset caused.

“We are currently looking into the error and will resolve it as soon as possible.”

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