Forum Discussion

aldave's avatar
aldave
Joining in
17 days ago

Elderly mother with dementia cannot use TV service

Hi, 

my mother has early dementia and lives a lone. She watches alot of TV. She currently has landline, broadband and TV package. She recently updated her virgin box and this has totally thrown her and she just can't work the virgin TV now. So we have had to cease all use of the virgin tv service and now just uses the normal TV and TV remote. She has  months left on her contract. Is there any way we can reduce the package? Calls to customer care have been totally useless. Also, will she need to still have broadband so that her landline and lifeline continue to work?

Many thanks in advance 

7 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    17 days ago

    My advice its to allow the contract to run out or you risk early termination fees. Yes, the Broadband router is still required otherwise the landline won't work.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    17 days ago

    Your mother is not the first to suffer from this. You weren't told of course, but she could have stayed with her existing TV box. The change was made for the benefit of VM, regardless of the consequences for your mother. 

    https://community.virginmedia.com/discussions/Virgin_TV_360/need-to-change-tivo-box/5669992

  • Tudor's avatar
    Tudor
    Very Insightful Person
    17 days ago

    Unfortunately you cannot reduce VM packages without getting a new 24 month contract. 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    17 days ago

    Has she been migrated from a V6 to a 360? If so she will have a new remote which has voice control - great for navigating around.

  • Eltel07's avatar
    Eltel07
    Tuning in
    17 days ago

    Sadly its the customer service and lack of compassion that lets VM down, now that's not to say there are not those willing to help, just that there's a process they follow and judging by the email format offshore service teams. I learnt just by chance the M360 ( for example) removes so  much of the V6 TiVo element we are so used too, luckily my order did not go through. Oh don't try to email the CEO, it gets intercepted, he cant be held accountable for his business if he doesn't read the emails...unless you state private and confidential.

  • jembradley's avatar
    jembradley
    Joining in
    17 days ago

    Hello. I had the same experience with my Mum. She just couldn't get used to the 360 remote and software. All customer service methods were just awful. Telling me contradicting things. I insisted on an engineer visit. He couldn't have been more helpful. I explained the issue. He got a V6 box from his van and we were setup with the system and software she knows how to use. I hope you can get a good resolution.

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    16 days ago

    Hi aldave 👋

    Welcome back to our Community Forums and thanks for posting. 

    I can see my colleague has been assisting you with this issue via PM and was able to help get things resolved.

    If you do require any further assistance, please don't hesitate to get in touch.

    Have a lovely day! 🙂