Just under 2 weeks ago the Telecare system in my house announced that there was no phone service available. Checked the service status page and there was indeed a fault. Kept checking the page and a couple of days later the status was updated to say that the fault had been identified and an engineer was working on it... and they still are. The status update is an exercise in kicking the can down the road every 24 hours as fix times and dates come and go.
So Virgin, what exactly is so wrong that it's taking you nearly two weeks to fix?
You both missed the key word Telecare that's the phone based emergency system used by the elderly should they have a fall and can't get to the phone, they press a button on a watch or lanyard and it automatically places a call... well it would if the phone line was working. Fortunately not long before this my mother moved into a care home so the system was scheduled for removal so it doesn't impact her, but how many other vulnerable people has this affected?
To be blunt I don't see Virgin tripping over itself to make contact and offer an alternative service they're quite happy to keep us waiting, and of course taking our money for a service they are not offering.
I do reiterate my point, when will they offer an alternative to the service they cannot seem to get fixed?
You both missed the key word Telecare that's the phone based emergency system .....
VM should still have a priority (response/repair) system process for elderly/disabled that (HAVE PREVIOUSLY REGISTERED as such) to ensure they get more appropriate fault resolution and priority escalation via Level1 / L2 and Field support etc!
For that reason (ONLY) I've escalated via @ModTeam but it's also entirely possible that customer accounts notes have not been originally registered to . reflect "at risk" users? (until you prove otherwise? ) Either way Mod/Forum Team will sort and hopefully update customer account* to minimise any future delays.
EDIT[*] "as appropriate" - as you suggest circumstances now require "decommissioning TELECARE"
Regards Tony "Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)
I have just had a catch up on what's happening and I can see the latest update.
We do have a priority repair service for landline users who use the lifeline features or who are vulnerable. If the account is flagged as a high priority user than we will have visibility of who is affected and when the issue is resolved, we ensure that our lifeline/vulnerable customers are looked after.
I'd like to amend your account so that we can reflect that this line uses lifeline. To do this I need to request some details in a private message, look for the purple envelope icon above.
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As Lance Corporal Jones would say "Don't Panic!" As I said my mother had just moved into a care home when this happened and now the Telecare system is back with Telecare so there is no priority customer to deal with.
I raised a thread about this and only got one "Terribly sorry" response.
I have Telecare (and am still paying for it), but it was there for my wife who "fortunately died five weeks ago.
I've heard that some bit of infrastructure has been damaged by a lorry, and that this is owned by and can only be repaired by National Grid. If that is so it would be nice if VM told us this and stopped the constant lies.