Vulnerable customer with connection problems

[Marcus1969]

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. 

Thanks

Marcus

[Martin_N]

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. 

^Martin

[Marcus1969]

Thanks Martin

[Marcus1969]

any updates please?

[Marcus1969]

an anyone reply to me please?