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Polaristrees
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No dial tone - VULNERABLE ALZHEIMER'S CUSTOMER

I am not a VirginMedia customer. I ask for help on behalf of my father who lives alone, is 83, and has Alzheimer's/Vascular Dementia. He is a vulnerable customer and very worried by the sudden loss of his landline today. I have helped him from afar (I live 150 miles away) to go through all the checks to make sure it isn't something silly like an unplugged device, or volume turned down...

The local service status reports 'inconclusive' on testing for faults in the area. And then sends you back to the unhelpful website fault page.

The VirginMedia website fault page sends you round in circles. The helpline also sent me around in circles. It would not recognise the password that I have for my father's account. And so I am stuck. How do I get help to my father? I would like to book an engineer to visit my father's address (my father suspects the fault might be something to do with the icy/snowy weather?)

PLEASE CAN SOMEBODY RECOMMEND HOW TO CONTACT A HUMAN FROM VIRGIN WHO CAN HELP EITHER ME OR MY VULNERABLE FATHER?

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David_Bn
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Re: No dial tone - VULNERABLE ALZHEIMER'S CUSTOMER

Good Morning Polaristrees,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to hear of the landline issue your Father has been experiencing, I'll drop you a private message, via the purple envelope in the top right hand corner and I'll seek to assist you further

 

Kindest regards,

 

David_Bn

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David_Bn
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Re: No dial tone - VULNERABLE ALZHEIMER'S CUSTOMER

To follow up on this, for the benefit of our readers, this has now been resolved after discussions with OP - who is third party to the account.

 

Engineer visit was required, which was booked in and escalated due to the specialist circumstances advised by the OP in the post.

 

Kindest regards,

 

David_Bn

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