How can my 90 year old, vulnerable mother get some help from Virgin? She is experiencing intermittent faults with her TV box – the picture freezes, the sound suddenly goes loud or soft, it switches channel without warning etc etc.
She has tried to contact Virgin Media for help several times, but has not received any useful help. Although she is mentally fully alert, she can struggle to understand 21st century technology, and her hearing loss makes telephone conversations difficult. Also she has a disability in her fingers so cannot always press buttons when asked to by the technological help team, and she cannot access the router when asked to reset it because it is upstairs and she can’t cope with the stairs! The last time she phoned Virgin Media she was somehow referred to JustAnswer, who wanted separate payments for each of the intermittent problems she was reporting, so she became worried it was a scam and hung up.
I live 500 miles away so can’t phone Virgin for her from her house. She really needs an engineer to visit and either repair or replace her box.
Hi this is a horrible situation, does she have any younger neighbours who once she has passed security questions could take the call over and follow the instructions and try the basic cures if that doesn't work, then they should send an engineer. Regards Micky