Landline Dead - Vulnerable Person

[jka94036]

My Mums landline is dead, she is registered with you as vulnerable as she has dementia and relies on her landline.

She does not have broadband so no hub connection.

Post code is CR0 6LQ, service checker say no issues or sorry we can’t run a test at the moment !

Her neighbour is with virgin and their landline is also out

[Daniel_Et]

Hi @jka94036 👋 Thank you for your post.

We're really sorry to hear about the situation your mother finds herself in 😔 We'll do everything we can to get this resolved as soon as possible.

Have you tried calling the service status number (0800 561 0061)? If so, is there an area fault being detected?

Regards,
Daniel

[jka94036]

Thanks for that number, seems there is an area issue reported

I guess we just have to wait

[Daniel_Et]

Hi @jka94036, no problem at all.

Have you been provided an estimated fix date and time? 

Regards,
Daniel

[jka94036]

No fix time given 

[Daniel_Et]

Hi @jka94036,

Looking on our systems, the estimated fix time is currently showing as 2:10pm today.

Regards,
Daniel

[jka94036]

Landline is still dead

[Daniel_Et]

Hi @jka94036, we're sorry to hear that 😔

Having checked our systems, I can see the estimated fix time is now showing as 6pm today.

Regards,
Daniel

[jka94036]

This isn’t good at all, 90 years old, dementia, no way of contacting anyone or anyone contacting her. 
Neighbours phone also out, Care line also not working. Hope you are proud of this service 

[Daniel_Et]

Hi @jka94036, 

We're certainly not and I'm sorry to have to advise you of the situation.

We really hope the latest estimated fix time is met. If still experiencing any issues beyond 6pm, please let us know.

Regards,
Daniel