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Vulnerable customer

Tuning in

Hi My Mum had her services switched to fibre optic on Saturday & yesterday her TV screen froze

may be coincidence but it hasn't happened before. & she can't change channels, she is 84 & lives on her own & is registered partially sighted, she has tried calling VM today & of course they want her to reset the TV box & the hub which she cant see to do. I live 60 miles away so cant get there easily.. An appt has been made for an engineer to attend but not until 16th Nov 22 is there any way of bringing this forward as her TV is her lifeline ?




Forum Team
Forum Team

Hi there Debbie, 


Thank you so much for your post and welcome back to the community forums. 


I am so sorry to hear that you have faced this issue with your Mum's services and I can understand how frustrating this must be. 


We will always try to offer the soonest available appointment for you but there can sometimes be a wait. If we are able to offer a sooner appointment then we will do so via text. 


I would be happy to double check and see if anything has become available for her, but I cannot guarantee that there will be.


I'll pop a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.


Thank you.  

I understand, Thank you.