My 84 yr old Mum's landline has been disconnected

[NJB14]

My Mum has had her landline cut off twice.  She lives on her own and has had no notification from Virgin.  Your call centre staff have been no help whatsoever (2hrs on the phone, speaking to 4 different people, and being cut off twice).  Initially we were told it was because of an outstanding amount on her account - this is definitely not the case.  On WhatsApp chat your customer service person said, her account was fully paid up, no outstanding amounts, and would be re-connected.  This worked, but her phone line has subsequently been dis-connected again.  What is going on?  What other utility company acts in this way, especially when a vulnerable pensioner is involved?  She does not have internet or a mobile phone - her landline is the only way for her to contact family in an emergency.  It's an absolute disgrace.  

[Roger_Gooner]

I wonder if this is to do with the migration from PSTN. In your mother's case VM will install a hub and connect her handset to it with an adapter. A forum team member should be along to progress this.

[Joseph_B]

Hey @NJB14,

Welcome to the Community Forums and thanks for the post.

Sorry to hear your mother has been having this issue with her landline, we would like to go about helping you with this as best as we can, for us to do so we will need to confirm some information from you in a private message.

Joe

[NJB14]

Hello, I don't think it is to do with the migration.  I've now spoken/whatsapp'ed 6 different people, and none of them have mentioned it.  The last person I had a whatsapp with said "the system" had put a restriction on her account, and they have now lifted it.  The phone line is now connected again, but in saying that it was re-connected yesterday afternoon, and then dis-connected again by the evening.  Who knows what is going on - it's caused no end of stress for my Mum especially after being told she had over £200 of outstanding payments, when she absolutely did not.  We were told if she paid £175 over the phone they would reconnect her line, otherwise we would have to wait until the January bill to see the breakdown of the outstanding amounts - they could not email it to us!  It's got to be up there with the worst customer service.