Elderly parent

[NatashaG]

Hi

I've just got back from visiting my elderly father and his girlfriend. While I was there I tried to help them with their technology, but came up against a problem. Well 2 problems really.

The first problem:
They have virgin media broadband which keeps dropping WiFi. I rang 150, and they did something which made it work, but it's happened before so I suspect the router may be faulty, and possibly needs replacing, so I thought I'd ring and get an engineer out to check, but then the real problems started. 

Problem No 2

They don't seem to have any bills (online or paper), so no emails from Virgin media. All I can find is a service agreement from 2019 signing them up to broadband and TV at £70 a month. They don't have a Tivo box (and don't think they ever have had) Their TV  is currently Freeview from a satellite dish on their roof. I'd set up Netflix etc on their smart TV on a previous visit, which had stopped working. They'd assumed a TV problem, but it's actually a WiFi intermittently dropping out problem. My dad's partner is in a wheelchair, and loves watching netflix/iplayer etc, but now has to manoeuvre herself and wheelchair to the wired in computer to watch (wifi not working)

They are very confused when it comes to technology, and don't seem to know if they have an online account. We spent 2 hours text chatting with someone at Virgin, who just kept telling us to re-set the router, when what we were asking was for details of their account as paying £70 a month and never seeing a bill, or to be able to access their account details seems crazy. 

They only use 2 email accounts, and the virgin person promised an email detailing their account but it hasn't arrived. 

The account holder has had a stroke, so dealing with this is beyond them, but all the room shuffling to watch Netflix is putting her at physical risk. Also very out of pocket as she's paying for services she hasn't got

Just to add- We tried to log in using the 'forgotten password' but it said there was no account with that email address.
We tried to log in using 'forgotten email address' using customer number etc, and just got an error code

Please help!

[NatashaG]

Hi

Zak who was dealing wit this is now on holiday. Could someone else please jump in to help. 

From what I have found out my dad + partner were sold a 100mb package with Tivo (never installed) along with a SIM card (they don't own a smart phone) back in 2019. £70pm

The account holder doesn't have an email address, so they haven't ever gone online (or can't remember doing so) to see their exact package, and they have never received a paper bill. So really they don't know what they're getting.

They are not tech savvy, one is disable, and both have health problems. They use the internet for watching Iplayer. I think they must've gone to a shop to set this up, so were grossly mis sold a package they didn't need. 

The only reason this has come to light is because  Iplayer stopped working, and when I went to visit (after a long time due to covid) I've found the router has an intermittent fault and drops WiFi

I need someone to help sort out this mess. An engineer to go and replace the faulty router, and someone to set up paper billing for them so they know what they are paying for, and  help re negotiating their package. 

I'd also like clarification about the selling of a Tivo box and subsequent cancellation/non installation. They'd never have wanted it. Have they been paying for this package? Are they due compensation?

Do they fall in th Talk Protected scheme? If so, can this help them in any way

[Lee_R]

Hi @NatashaG

I am going to investigate things as much as I can from here.  I will get back to you very soon.

Regards

Lee_R

[NatashaG]

Thank you Lee

[TheDil]

So how's the wait for a reply going? 

Has anyone actually got back to with any information, I'm hard pushed to decide whether the company is just completely inept or a bunch of compulsive liars. From previous experience I find they just want to fob you off with with promises of fixing problems and that never happens, it just gets passed from one person to another - nobody EVER takes responsibility and they hope you'll just go away or be someones problem

[Tom_F]

Sorry to hear of your previous experience TheDil.

Please try creating your own post about your issues and we'll do all we can to help from there.

Tom 

[TheDil]

Thanks for the reply Tom - I bet Natasha wishes she got such a prompt reply and fix for her problem

[NatashaG]

Hmmm. No, I haven't actually heard back yet. 

[TheDil]

Hmmm, unfortunately that really doesn't surprise me, out of curiosity did you ever get the promised email in OP

Good Luck getting it sorted - 

[Tom_F]

Rest assured Lee is on the case and will get back to you with an update asap NatashaG.

Tom

[NatashaG]

Thank you. I'll look forward to getting this resolved.