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Vulnerable mother has no landline

Tuning in

I want a manager to contact me regarding the below. My elderly vulnerable mother still has no phone and I haven’t been contacted as promised !

Copy of email sent to CEO

I had a phone call at 4pm on Saturday 17th December from Callum, confirming this was a local issue and a fix was expected from 9pm that evening.He confirmed someone would contact me today after 12, to ensure Mums landline was working……..guess what landline still is not working, and NO ONE has contacted me.

I’m so disappointed, you cannot imagine the distress this has caused my mum, without any care and broken promises from Virgin Media, can you please escalate this complaint and have someone let me know what is happening with her landline.

Begin forwarded message:

Date: 17 December 2022 at 15:25:18 GMT
Subject: Complaint Vulnerable customer left without landline


Dear sir

I contact you on behalf of my elderly and vulnerable mother. 

She has been without a landline phone since Friday 16th December from approx 5pm (Last inbound call was 12pm that day).

When mum discovered that she had no phone she reached out to a neighbour to see if their service was also not working and they confirmed they had the same issue.

The phone line is dead when trying to call out and for an incoming call this gives the engaged tone.

The next morning Saturday 17th December at 8am, I still could not call her and she couldn’t call me. I rang customer services to see if there was a known fault in the area, detailing my mums vulnerability and age. Also that the landline was her only means of communication, as I couldn’t pass security the advisor would not even tell me the current system status in the area.

I made the 12 mile journey across to mums and called customer services again. Now with security details.

Please note mum is hard of hearing, in her 80s, she also suffers from mental illness issues and will allow no one inside the property, I’m only allowed on the doorstep.

So from the garden I called customer services again (10:37am), explained mum’s vulnerability, the issue with the phone and that a neighbour also was experiencing the same issue.

The advisor said an engineer would need to access the property, he would not deviate from his script would not make any adjustments for her vulnerability and would not escalate the issue when I tried to explain. And to top it off he HUNG up on me!!!!

So third attempt I called again from the garden, at 11:09, seemed to be getting somewhere, she got me to relay a number of tasks to mum which she did, still phone not working, she then explained that virgin media where upgrading the phone system from copper to fibre and would I like this sorting. I again explained mums situation and that I just wanted the line fixed.

She then went to say an engineer was required, explaining again mums mental illness and that she doesn’t allow anyone into the premises could the engineer not check the outside connections first, especially with another neighbour having the same issue surely it cannot be an internal issue. She put me in hold and came back to say a specialist engineer would be requested but if the door wasn’t answered we would be charged a non attendance fee.

At this point I lost it, no one was listening, mum is without a phone and unable to call if she has an emergency and all the advisors want to do is follow a script. I hung up this time completely exasperated.

The neighbour then message me to say another neighbour was experiencing same issue and had been told it was a known fault with a 4-6hour to sort. So that’s at least 3 houses on the same street with the same issue.

I’m completely disgusted at the lack of understanding for my mum, no reasonable adjustments for her being unable to cope mentally with allowing someone into the property. Presently she is still without a phone and does not have a mobile.  What happens if she needs help??? 

Have you upgraded the system, without any communication to customers leaving a vulnerable elderly person without any landline!!!

If this is a known fault, why wasn’t this said in the phone calls, if it isn’t what actions are you going to take to resolve this issue taking in to consideration her vulnerability , mental state and the priority need to have a landline that works.


Accepted Solutions

@Zach_R I have replied to your message and answered security….. but still waiting for any response!!!

See where this Helpful Answer was posted


Forum Team
Forum Team

Hi @rachl,

Thank you for your post and welcome back to our community forums. We're here to help.

I am so sorry to hear your mother is experiencing problems with her landline service at the moment and that you've not had a great experience when getting in touch to have this addressed and resolved. 

So that I can take a closer look at what's going on and to see what we can do to get this sorted out ASAP, I'm going to send you a private message in a few moments. Please respond to this when you can and we'll proceed from there.


Zach - Forum Team
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@Zach_R I have replied to your message and answered security….. but still waiting for any response!!!

Forum Team
Forum Team

Hi @rachl,

Thank you for getting back to me so promptly via private message. I'm glad that the matter has now been addressed and resolved for you.

Please do let us know if there's anything more that we can assist you with.


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!