My mother-in-law is 84, has mobility and sight issues and currently has a package that includes Landline with Talk More Anytime and Mix TV (no broadband).
Having made 5 calls to VM Customer Support yesterday, I have managed to reduce the monthly bill from £51 to a more affordable £36 but had wanted to remove the Mix TV part of the package and take advantage of the VM Talk Protected Plan as detailed in section 4.4 of VM’s Accessibility and Vulnerability Policy (dated 28 September 2018 and updated on 10 March 2020).
However none of the VM representatives spoken to appear to be aware of this policy, and once identified, were unable to implement the Talk Protected Plan as it did not appear on their system.
The only positive thing I was able to achieve was to amend her account to identify her as a vulnerable person.
Could someone from VM please clarify:
Why they have an Accessibility and Vulnerability Policy that nobody seems to be aware off?
If the Policy exists, why it cannot be implemented on the system by their operatives?
If the policy is no longer in place, why has it not been updated or removed?
If it has been removed, what has replaced it?
Accessibility and Vulnerability Policy Link