on 09-09-2024 14:33
I spoke to the bereavement team this morning as the landline account was in my father's name and my father has passed away. They had to recreate an account in my mother's name with the original account details. So the account is now in my mother's name and has not been treated as a new contract. The bereavement team member who handled it all said that the land-line would be off for 30mins whilst she did this.
It's now been 2hrs and the land-line is still disconnected. I rang virgin to be told that the new account was waiting to be registered/activated.
In the meantime I have an elderly grieving mum at home with no phone. I can't contact her and she can't contact anyone especially in an emergency.
Please can someone help me to get her phone working again quickly.
on 09-09-2024 15:03
Hi @Trez, thank you for your post.
We're really sorry to hear of your loss and about the situation your mother finds herself in at a very sad time.
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
on 09-09-2024 15:54
Hi Daniel, thank you for your reply. I've just managed to get a neighbour to pop round and unplug the phone from the media box and plug it back in. The phone now working. I think it's worth telling the staff that deal with these type of account transfers that after waiting say an hour after the account transfer if the phone is not working then to unplug it and plug it back in again. If I had been told this when the account was transferred it would have saved everyone today alot of time and stress. Might be worth passing this information on to vigins knowledge base for the bereavement team.
on 09-09-2024 16:14
Hi @Trez, thank you for the update.
We're glad to hear the phone is now working, but we're really sorry for the time this has taken up and the stress it's caused.
We always take on board feedback we receive and will certainly pass this along to the relevant teams.
If you have any further queries, please don't hesitate to contact us.
Regards,
Daniel