Elderly neighbour in need of urgent help

[aldave]

An elderly neighbour (90 years) who lives alone  has virgin media phone and tv only. She has no dial tone on her phone line. Her sons have tried connecting a new phone in various connection points but still no dialling tone.

Her sons have contacted virgin media to arrange an engineer but as she doesn't know her memorable word/name the phone operator states that no one can help her until a memorable word/name re-set is posted out to her, and she changes her memorable word/name. 

They are distraught as this means she has no way of communicating with anyone until this is resolved. Her sons have the account details, know the bill is fully paid by DD etc.

Surely in this situation someone can help here? Surely a 90 year old vulnerable lady cant sit without a phone for over a week?

Please, please can anyone help?

[Robert_P]

Hello aldave

We're sorry to hear of the landline issues experienced by your neighbour, we appreciate you taking the time to raise this via the forums. 

We can see you have sent us a Private Message, although we're happy to help we don't accept unsolicited Private Messages. In regards to the landline issues, we have recently made changes to customers landline services to operate via the hub as opposed to the wall socket, we have contacted them prior to the change and sent out an adapter. 

This is going to cause issue for your neighbour as they only have Virgin TV and landline, no hub. We're eager to get this looked into so I will send you a Private Message to get some details but as account security can't be passed we wouldn't be able to discuss this in detail with yourself. Check the envelope in the top right of the forum when signed in for the message.

Rob

[aldave]

An elderly neighbour (90 years) who lives alone  has virgin media phone and tv only. She has no dial tone on her phone line. Her sons have tried connecting a new phone in various connection points but still no dialling tone.

Her sons have contacted virgin media to arrange an engineer but as she doesn't know her memorable word/name the phone operator states that no one can help her until a memorable word/name re-set is posted out to her, and she changes her memorable word/name. 

They are distraught as this means she has no way of communicating with anyone until this is resolved. Her sons have the account details, know the bill is fully paid by DD etc.

Is there a contact point for customers who are old and vulnerable that the family can s[peak to please? 

[Carley_S]

Hi @aldave 

Welcome back to the community forums 

Really sorry to hear this. I can see my colleague is support on another thread you opened on the same concern. 

Should you have any further questions or concerns at all, please direct them to your other thread and open private message so we can support more quickly and clearly.