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Vulnerable customer with connection problems

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Hello, I'm a medically vulnerable customer who has been with Virgin since 2011. I'm currently having problems with internet speed and landline phone connection. It's extremely important I have access to the phone and internet due to my condition. I have been trying to contact the helpline but the agents seem confused as to what the problem is and only put  me on hold for 10 minutes at a time and clearly are unable to help. 

I had an issue back last year and someone here called Steven_L sorted it quite quickly. 
Can someone please arrange for an engineer to sort this out for me as it is vitally important I have phone and email access due to my ongoing treatment. 




Forum Team
Forum Team

Hi Marcus1969,

Thank you for your post. I'm very sorry to hear about the issue with your service. 

I'm more than happy to look into this. I will private message you now so we can confirm your details. 


Thanks Martin

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any updates please?

an anyone reply to me please?