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tomjuk's avatar
tomjuk
Joining in
2 years ago

Elderly mother - landline not working

Hello

My 85 year old mothers landline dead since yesterday.

Online system said there was no landline fault (but mentioned a broadband one which did not affect her) 
Yesterday the automated phone line said there was land line fault yesterday but would be fixed by 2200.

Not fixed.   After holding an age just now the agent says fault has been fixed.  It hasn't. 

Had to insist a fault was raised and they say earliest engineer can come is 13th. 

They also claim account is not marked as elderly/vulnerable when Virgin have been previously notified of this. 

Looking for help to get this line fixed quicker. 

3 Replies

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  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 years ago

    Hello tomjuk.

    First of all thank you very much for bringing this to our attention. We will be able to get this escalated for your mother. Sorry as well to hear about the issues with the landline.

    If you don't mind, I will need to send you a private message to take some details.
    If you can check the Logo top right of your screen that would be great. 
    Regards     
    Gareth_

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for those details tomjuk.

    I can keep an eye on the account for an earlier appointment for you.

    Gareth_L

  • tomjuk's avatar
    tomjuk
    Joining in
    2 years ago

    Just visited my mother and none of her internal sockets have been wired up - have private messaged you but this whole saga has been handled appaulingly by Virgin Media - you can't just switch off an 85 year old's copper service with absolutely zero notice.