telephone change to broadband

[davidwogg]

I have been advised that Virgin are changing to a broadband based telephone service. I have impaired eyesight so do not use a smartphone. I am 84 and the wife is 78 both with  health issues so a landline telephone has been essential to contact our surgery and hospitals. Our concern is that if the braodband is down when an emergency arises what do we do. I did speak to an agent and arranged a back up box - will this really help?

[Gareth_L]

Hello davidwogg.

Thank you very much for your question.

If you have accessibility needs or don't have a mobile phone, we’ll give you an Emergency Backup Line at no extra cost. With this, you’ll be able to call 999/112 emergency services during a power cut or network outage.

The Emergency Backup Line is a small box that connects the fibre phone line from the Hub to your home phone handset. It won’t change the way you use your home phone, but if there’s ever a power cut or network outage, it’ll automatically connect to the mobile network so you can still call emergency services. 

If you like I can take a look at your account to make sure this gets set up.

Gareth_L

[davidwogg]

yes please if you  can Thanks

[Gareth_L]

Hello Davidwogg.

Happy to help.

So I can pass security, I have just sent you a private message.

If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[davidwogg]

Dear Gareth
I am trying again to get this message through to you
I waited for an engineer to call on 26th January from 8 am to 12 and then telephoned and spoke to 3 advisers and they did not seem to have details as to what the arrangements were and had to go through all the security questions and wait for ages for them to run checks I had difficulty in understanding 3 of them. Eventually I was put through to an adviser who deals with maintenance appointments and I was told that the engineer had been delayed and would probably be about 2 pm which was not convenient as I had a medical appointment at 2.30 and my wife has to drive me. If he/she had visited before 1pm then there would not have been a problem. It was rescheduled for 14th January between 1 pm to 6pm. I asked for this to be confirmed by email but this has not happened.
I have asked before not to text me but, guess what, I was texted to state the original appointment time which my wife read for me I have a basic mobile( not a smartphone) and only use this for emergencies when out to contact people. I have limited eyesight and my wife suffered a min stroke 2 years ago so she has to be careful. I am using a desktop pc with a 21ins monitor Can you please confirm by email this rescheduled appointment date
I did consider submitting an official complaint but am contacting you first
David W Ogg CPFA

[davidwogg]

Dear Gareth
I waited for an engineer to call on 26th January from 8 am to 12 and then telephoned and spoke to 3 advisers and they did not seem to have details as to what the arrangements were and had to go through all the security questions and wait for ages for them to run checks I had difficulty in understanding 3 of them. Eventually I was put through to an adviser who deals with maintenance appointments and I was told that the engineer had been delayed and would probably be about 2 pm which was not convenient as I had a medical appointment at 2.30 and my wife has to drive me. If he/she had visited before 1pm then there would not have been a problem. It was rescheduled for 14th January between 1 pm to 6pm. I asked for this to be confirmed by email but this has not happened.
I have asked before not to text me but, guess what, I was texted to state the original appointment time which my wife read for me I have a basic mobile( not a smartphone) and only use this for emergencies when out to contact people. I have limited eyesight and my wife suffered a min stroke 2 years ago so she has to be careful. I am using a desktop pc with a 21ins monitor Can you please confirm by email this rescheduled appointment date
I did consider submitting an official complaint but am contacting you first
David W Ogg CPFA

[Beth_G]

HI David,

Thanks for your post - Gareth isn't in today which is why he hasn't been able to get back to you, however I'll be more than happy to help in his absence.

I'll pop you over a message now so I can help from there.

Thanks

[davidwogg]

I do know that what I wanted to be confirmed by email the and engineer appointment on 14th February  between 1 and 6pm Thanks

[Beth_G]

Thanks David, that confirmation email should be with you shortly.

Let me know if I can help with anything else.

Thanks