Been a customer since telewest! Landline is traditional and had issues receiving calls not making them. Engineer came it was explained we didn’t want digital but tried to fit a hub anyway! Stated that we have to change in next few months anyway but it was removed. Left saying that he would try and get a specialist engineer. Next evening whole system shut off. 89 year old has no phone no communication and no way of using medical pendant or dialling 999!! Virgin were aware and he is logged as vulnerable. Earliest they could sort was 6 days later!
Used online chat still waiting to hear when it will be sorted and elderly man left housebound living on his own. Still being told that he may have to switchover to digital!!
my questions to virgin are as follows:: the government have twice delayed this rollout the ceo has assured his customers who are vulnerable like this man, he won’t be switched.. so why are you acting differently? Why say to him you have no choice?
You have a charter and have repeatedly stated in the press you will adhere to this but actually your pressurising an elderly man with tactics which are quite upsetting!
you are aware of the issues surrounding the medical alerts and devices because in July you began a trial in stockport and plan others in other regions. This trial has not been conducted in the area this gentleman lives and quite rightly he is concerned and wants a traditional land line.
If he did switch to digital and had a power failure yes you provide a form of battery but once this runs out it’s useless. He has difficulty using mobile technology and the signal when visiting is poor. Apparently you provide a mobile which runs on 02 but again this only allows calls out not to others.. a GP couldn’t call back or emergency services or 111. So the reality is he will be left like he is now with zero communication. If you can’t sort out his problem with a landline how on earth could you get to him in a power failure.. you won’t
Quite honestly l am shocked at the total disregard you have shown to him a supposedly vulnerable valued customer. Shame on you!
