Forum Discussion

rehmana2004's avatar
rehmana2004
Just joined
18 days ago

Disabled phone line after bereavement change

Hi, can someone please help expedite ticket 16141574 on a/c 102553003. My dad passed away and your bereavement team changed account to my mum but have managed to disable the landline completely. For a lone person in their 80s we need this treated with high urgency and resolved asap. I am guessing you have tried to convert it to digital but as she only has landline it won't work. No broadband or tv services.

IF you have somehow changed the line to digital without informing us, or taking into account there is no broadband and hub, then can you sort this asap. It may mean turning it back on for analogue until you can get an engineer out or pl perhaps you can install it all today. Either way this is not good, to leave an elderly / vulnerable person in this condition.
I have emailed the bereavement team to make them aware of this issue, and also out in a complaint online. Plus posted on x. Hopefully somebody will be able to get this resolved today.

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    18 days ago

    As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  If you need is urgent, it would be best to phone Customer Services directly.

     📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

     

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    18 days ago

    Hi rehmana2004 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear of your recent bereavement, and the current issues with your mum's services. 

    We will need to take you into a PM to confirm some details for security and investigate what's happened. We will then do our best to get this resolved ASAP! 
    Please keep an eye on your Inbox in the top right corner of the page 📩 and we can return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      18 days ago

      Hi All 👋 Just returning to the public thread to keep things updated. 

      Thanks to rehmana2004 for PMing with me - we were able to confirm the details needed to take a closer look at the landline issue. It was escalated internally to our second line fault management service who have since resolved the issue. (It looks like it was linked to a known area fault.)
      Glad to see it all sorted! Thanks for your patience whilst we offered support! 🌞