disability policy

I have a disabled son who has dyslexia and dystonia( a neurological disese).he cannot use email or use a smartphone due to shaky hands.  I am is DWP appointee and can deal with his financial dealings on his behalf. He is a Virgin Media customer but his recent bill I have now seen is £96.53. As he is on benefit he cannot afford this. I cannot drive to his address 15 miles away so my wife( his stepmother picked him up)  and he gave authority on the telephone for me to speak to an adviser on his behalf.  I was trying to get him on a tariff for low incomes. He lives on his own. I have telephoned now over 3 days to resolve this.  The first adviser put me through to a higher level TIRE2( I think)  and said he would telephone back at 4pm which he did not do, The second adviser said they would send a link to do it on line which did not happen. The 3 rd adviser  said you can only do this on line and use live chat and you will speak to  a real person when in fact I was linked to a virtual assistant and could not get to speak to a real person. Is this the way VirginMedia treat persons with disabilities?. On my 4th attempt I asked for the matter to be referred to the complaints Department  and have heard nothing.  Can you advise how I can  now proceed to resolve thsi issue please