I'm looking for help for my elderly parents following the problems they have experienced today following delivery of a new router.
I understand they set it up and could not get it to work. They contacted customer services and spent over an hour on the phone trying to fix whatever the problem was.
Unfortunately language was a barrier between my parents and the customer service officer. Despite several attempts the issue could not be resolved. The call was abruptly ended by being told to "turn it off for 4 hours and try again - call back if still not working" ?????
They've only just told me that this left them unable to control their heating (turn it on) as this requires internet connection (hive ?)
They tried to put the old router back on (was working but not performing well) but this is also now not working.
What astounds me is the complete lack of care for my elderly parents.
Is there any department in Virgin that cares for their elderly customers? Is there anyone with English as their first language that would be prepared to call and help my Mother and Father?
They've been with Virgin for many years and just need a little help.