Cutting and cancelling elderly vulnerable people land off in copper to fibre transition

[Wolfie902]

Hi All

Have a problem where Virgin have cut off and cancelled my elderly parent's land line which they have a pendent alarm on have put a complaint in but can up to 28 days.

Cancelled line and still charged full amount have had to arrange a new package which turns out more expensive anybody else similar problems.

is it illegal to cancel a line for someone at 88 years of age who is at risk ?

[Joseph_B]

Hey @Wolfie902,

Welcome to the Community Forums and thanks for the post.

Sorry to hear your parents have been having this issue, I would like to go about looking into this with you to see what we can do, for this I will need to confirm some information from you in a private message.

Joe

[Wolfie902]

Hi Joe

No problem

[Wolfie902]

Let me know how to contact you

[Wolfie902]

Hi Joe 

Replied to your email

[Apple11]

Exactly the same thing happened with my Father a few months ago. He had a hub fitted by Virgin as a priority vulnerable customer which resolved the problem at that time. He was not required to upgrade his contract although he is on a TV and phone package already. His line is dead once again (currently waiting for resolution)  and is once again without access to emergency services. 

[goslow]

Was your father offered an emergency backup line (a corded phone with a SIM card inside) if he is a priority/vulnerable customer with no mobile phone?

Page 39 in the phone manual below

https://assets.virginmedia.com/resources/pdf/Your-VM%20Phone-Guide.pdf

[Wolfie902]

Hi Hope Father and you are well.

Basically it was the analogue to digital transfer just cut them off and took land line off package Had four days on and off with Joe corporate man lets say had to take a new package out and would not forgo the extra cost after 18 months , Parents 88 and 86 one with dementia Joes responses been emailing your mom, never had a broad band line and hub never had an email address you work that one out. 

[Wolfie902]

Basically it was the analogue to digital transfer just cut them off and took land line off package Had four days on and off with Joe corporate man lets say had to take a new package out and would not forgo the extra cost after 18 months.

Fitted a hub which turned out to be the wrong one so had to come of the back of the TV extra cost to us to find extra sockets back up phone never materialised and lost the will to live in talking to Virgin again.

So have sent an email to local MP for him to ask questions how many others has this happened to 

[Reece_MH]

Hi Wolfie902 👋

Thanks for your further posts on this. If the Landline has been disconnected due to the migration, then this changes the overall package. As a result, for us to reactivate the line for future use, we may need to complete a further package change, this is a business-wide process.

I'm sorry to hear about the experience with the installation of the Hub, and the lack of Emergency Back-Up Line. As you've recently been in touch with my colleague, Joseph, it would be best to send him a private message to follow-up on this, to ensure we can put the correct support measures in place.

Thanks,