I'm separating this question from my other raised issue.
Come 6th June, disabled people who are double- or triple-play customers with VirginMedia will have gained a new single point of failure with their home phone lines being dependent on their Superhubs and the hybrid fibre/coax broadband network.
In simple terms, a fault in the broadband network can now stop the phones working too.
In this circumstance, repair times become suddenly a lot more important. In earlier years, VM used to have a four-hour fix target for telephone outages, such was the perceived importance of communication.
In recent years, there has been only vague mention to 'we will prioritise your appointment over our standard level of care'. As your standard level of care can see faults taking some days to resolve, this is not reassuring.
Would you please elaborate over your standards for broadband and phone line restoration moving forward, given that losing both at the same time has a greater impact than losing any single one previously. Are your agents at least properly trained according to your policies and standards?
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Stay Safe. Stay Healthy.
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