I am writing for my 83 year old mother as my father died a few days ago. In a few hours I fly back to Germany and she will be alone.
The Land line phone stopped working yesterday afternoon 13th Feb. The Virgin Media online test found no problems.
We tried a brand new phone this morning in the socket and still there is no dialing tone.
The help desk said last night that an engineer can come on 20th Feb. This is unacceptable for my mother. She needs the phone for Doctor and Hospital appointments.
Yesterday the help desk said that they would try and get emergency support this morning but we have heard nothing. Can you please urgently help?
I have been on the phone to several people and I am not sure what is happening because of their strong Indian accents. They tried to help but it was very awkward and time consuming to keep asking them to repeat everything.
You'll get nowhere with the offshore callcentre. Try phoning the UK based Retentions Team, they can deal with much more than just retentions. 150 from a VM phone or 0345 454 1111 from any other phone (standard rates) and select the prompts 1 > 4 > 5 to 'Thinking of leaving us'. Good luck.
Just a further thought, maybe you could buy her a Pay As You Go mobile phone and put some credit on the sim to tide her over until this is sorted.