Account holder is in her 90s, on her own and is vulnerable. No access to mobile, hence no unable to call emergency services. Phone disconnected without warning on 14th June.
I contacted Customer Services on 14th and was told that they would submit a request to reinstate which could take up to 48h, but would most likely only take a few hours. Additionally, a technician would be sent to her home between 12pm and 4pm on 15th to carry out a migration to full fibre. I was with her for the whole of the period and no technician arrived. Later on 15th, contacted Customer Service, went through the whole story and was told that no appointment had been booked. At this point, I was cut off and had to repeat the process with another advisor. He confirmed that no appointment had been booked for that day. He tried to manually reconfigure the phone service, but failed, so put in a request form for reinstatement. Said that he would contact me at 11.30am the following day (16th) to update me. I received no call and the phone line had not been reinstated. Tried texting VM and received "Hi, I'm Toni, Virgin Media's Chat BOT........." followed by a message thanking me for messaging, but it might be quicker by WhatsApp.
It's now over 80 hours since she was disconnected and still she has no phone and no Carelink which depends on it. Lots of promises from Customer Services but no delivery. Time for VM to dust off its Code of Practice for Vulnerable People and get the phone line reinstated. PLEASE!