Debbie18
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When my Dad passed away in Dec 2020, the VM account was transferred into my name at the suggestion of the operator at the time as my Mum was registered partially sighted & deaf, the direct debit payments came from my account to make life easier for Mum.. Fast forward to Nov 24 Mum was moved into a care home so I reduced services & sadly 19th Nov she passed away. Iam now being advised the account wont be dealt with a bereavement the account is in my name, although I have my own VM account at my home address.. Furthermore the lady I spoke to earlier laughed & advised well we have lots of landlords with accounts in their name & told me i needed to call back & speak to the movers department, which isnt particulary sensitive for someone on the end of the bereaved line, I feel very miffed that this potential issue wasnt pointed out to me either when the account was transferred in Jan 21 or when I recently called to reduce services & advised the operator of the current situation.. What is the best way to get the account cancelled please. as this is already an incredibly difficult time. Thanks Debbie957Views0likes1CommentFurther problems since engineers visit
Hi My 85 year old Mum has had probelms with her landline since last Tuesday & still not fixed.. The original call was to say that her answerphone wasn't working, however as much as i appreciate now she had probably knocked the answerphone off on her phone as she is partially sighed & almost blind & this isnt a virgin problem.. However the engineer turns up & diagnoses that her virgin vm needed adding back on, 3 times I questioned him that she had this service prior to her call & was advised yes... Fast forward the engineer didn't explain to how it worked, her pre set phone numbers are no longer working since his visit & tonight I have discovered the landline isn't ringing her end when someone is trying to call her.. I have requested via this forum that the virgin VM free service is removed which should happen tomorrow, however Iam really disappointed with Virgin that they clearly have no concern they have left an elderly vulnerable customer in this situation.. I cant get to her until Saturday as I live over an hour away to try & sort it out. Service staus is showing no issues ?375Views0likes3CommentsRe: Elderly Customer unable to resolve phone issue
Thanks for your help Zach, yes I appreciate I will need to reset the landline phone, & put the answerphone back on. The pre set numbers were all working before the engineer called so Iam not sure whats happened there. Iam disappointed that Virgin advised me she had the voicemail service prior to the call out as putting this service on has made it difficult & confusing for her to use the phone when she clearly hadn't had this service & was just using the answerphone on the landline.. Would you kindly remove this service for me please. Thank you for all your help today..Debbie938Views0likes1CommentRe: Elderly Customer unable to resolve phone issue
Yes Zach it is a feature on the landline that I set up, Mum was only using the answerphone service on her landline which is what I think she has accidently turned off. However when she was left a message yesterday with the virgin vm service in place she was unable to retrieve the message, she is almost blind & so relies heavily on memory to use things & if anything changes it is very difficult for her.. how does she retrieve a message using the virgin vm?956Views0likes3CommentsElderly Customer unable to resolve phone issue
My 85 year old Mum tried to call virgin to report a problem with her landline.. she was unable to hear or understand what they were saying so she hung up.. Give virgin their due they called my mobile after they couldn't get through to her on the Landline.. I explained she was very vulnerable & her phone line was also connected to her tel care line & was very urgent to get her some help, the operator took 45 minutes on the phone, I explained several times I was at work & the call was taking an exceptionally long time to sort, the outcome was he did arrange for an engineer to call at the property within 4 hours.. GREAT. ... A couple of hours later the Virgin engineer called to advise they had found some loose wires & this had caused the voicemail service to drop out ?? He needed me to authorise the voicemail to be re connected ?? I did state that didnt make any sense if she had the service before why couldn't it just be reconnected, anyway I was advised it could only be reconnected with my authority, a further 20 minutes later the VM was reconnected.. Mum tried to call me tonight only to find that somehow, her pre set numbers to call her contacts is not working so she was in a complete set of fright & panic.. I live an hour away & unable to just pop in & sort her phone for her but she has been left in an awful situation for a vulnerable customer, I don't think she ever had vm on the phone & somehow its just the answerphone button on the phone itself that has been knocked to off.. Im disappointed with Virgin that they have left her in this situation & what worries me further is whether they have checked her tel care line is working correctly...1KViews0likes8Comments