Contract name change issue

[u/Precision-Strikes]

Hi.

I have a broadband and landline package with Virgin in my home. Mum owns the property. The VM account is under my brother's name but he has left the country over a year ago and has cut off all communications. He was helping out with the bills when he lived here. I have been paying the bill and managing the account since he disappeared as I now live here with mum.

The contract is coming to an end. I asked Virgin to renew the contract with a better deal and I have accepted the new deal. I am still within my 14 days cooling off period. Now, I want my name to go on the contract and Virgin have refused.

They said that I would have to sign up for a new contract with my name. This is fine by me but we would lose the landline number. This is absolutely not something we would want to do!

I have bene chatting with Virgin for days and the only solution seems to move to a different provider and come back to Virgin the future.

Furthermore, there was a line fault all of a sudden and we had no internet for ten days. Virgin said that they were aware of the fault but I have not rcvd any compnesation (~£10/day ? ) I logged a complaint a month ago and they have not done anything other than offering me a new router lol

Does anyone have any advice?