Elderly Customer unable to resolve phone issue

My 85 year old Mum tried to call virgin to report a problem with her landline.. she was unable to hear or understand what they were saying so she hung up.. Give virgin their due they called my mobile after they couldn't get through to her on the Landline.. I explained she was very vulnerable & her phone line was also connected to her tel care line & was very urgent to get her some help, the operator took 45 minutes on the phone, I explained several times I was at work & the call was taking an exceptionally long time to sort, the outcome was he did arrange for an engineer to call at the property within 4 hours.. GREAT. ...

A couple of hours later the Virgin engineer called to advise they had found some loose wires & this had caused the voicemail service to drop out ?? He needed me to authorise the voicemail to be re connected ??  I did state that didnt make any sense if she had the service before why couldn't it just be reconnected, anyway I was advised it could only be reconnected with my authority, a further 20 minutes later the VM was reconnected.. 

Mum tried to call me tonight only to find that somehow, her pre set numbers to call her contacts is not working so she was in a complete set of fright & panic.. I live an hour away & unable to just pop in & sort her phone for her but she has been left in an awful situation for a vulnerable customer, I don't think she ever had vm on the phone & somehow its just the answerphone button on the phone itself  that has been knocked to off..

Im disappointed with Virgin that they have left her in this situation & what worries me further is whether they have checked her tel care line is working correctly...