Forum Discussion

albany1's avatar
albany1
On our wavelength
2 months ago

Vulnerable mother cut off by accident. Telecare device not working - urgent

So my mother has been in hospital (93 years old) and is coming out tomorrow.

While she was away from home Virgin accepted a request for someone to move in (random - not real) and cancelled her account with no permission.

It has been reinstated but seems to have cancelled her copper phone line.  She has a telecare device connected to it (which saved her life 3 weeks ago when she had  the fall which put her in hospital).

I urgently need the copper phone line reinstated too.  What's the best way?  I'm a 6 hour round trip away - my brother is completely non-technical.  Ofcom say that this should not happen with vulnerable customers (she has been registered as vulnerable with Virgin for many years).  Goodness knows how Virgin agreed to cancel her account...

There is no practical way to get her Telecare device plugged in to the Virgin kit with battery backup in the short-term.

 

  • Lee_R's avatar
    Lee_R
    2 months ago

    Hi albany1 thanks for getting back to me privately.  
    This is just a quick note to confirm you're satisfied with the response and efforts of the forum team? Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
    Regards
    Lee_R

  • Lee_R's avatar
    Lee_R
    Forum Team
    2 months ago

    Hi albany1 thanks for posting and welcome back to our community.

    Sorry to hear that your mother's account was cancelled without her or your family's consent. And sorry that it's not been restored as it was, which as impacted your mother's health and safety when she returns to the property. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • Lee_R's avatar
    Lee_R
    Forum Team
    2 months ago

    Hi albany1 thanks for getting back to me privately.  
    This is just a quick note to confirm you're satisfied with the response and efforts of the forum team? Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
    Regards
    Lee_R