A broadband bill sent to a deceased man, which included a fine for late payment, has been shared more than 53,000 times by Facebook users.
Social media experts say it is a reminder of the importance of responding quickly and publicly to complaints made on social networks.
The man's son-in-law, Jim Boyden, posted a photograph of the bill, along with a message addressed to Virgin Media, on the social media network.
Virgin Media said sorry to the family.
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