Hey,
Small update on this thread. Parents are still without a landline, and the service to book someone to come out and resolve this has confused them further.
On trying to book a slot for an engineer, their booking looks to be accepted but then a follow up text is sent to them saying "Sorry, since you're transferring your number from another provider we're unable to bring your install forward. Your appointment will still go ahead on the original date. Thanks for your patience. Virgin Media."
This is somewhat strange as they aren't transferring a number (have been a customer for many years) and doesn't tell them what the original or confirmed date for an engineer visit was!
Thanks