SSE Telecoms Problem Impacting Elderly Relatives

JJD_2

Hello,

First post and I'm hoping someone may be able to provide some advice.

Due to freeview reception problems, my elderly Grandparents recently signed up to Virgin cable and decided to also move their telephone to Virgin from Scottish & Southern Energy Telecoms (SSE Telecoms). They opted to keep their old number.

Although the transfer from SSE Telecoms to Virgin happened over a week ago my Grandparents are still unable to recieve calls. This is a worrying problem as due to a range of illnesses recently they recieve many calls from the doctor's surgery and hospital etc. regarding medication and appointments.

Virgin say the problem is due to SSE Telecoms not having released the phone number. Repeated calls to SSE Telecoms only lead to the representative claiming the number will be released within two hours and they'll call to confirm this.

This claim has been made by SSE Telecoms several times to both my Grandparents and Virgin and every time this doesn't happen and they recieve no call.

Does anyone have any advice how I can resolve this? They are vunerable elderly persons and partially housebound so their phone is very important to them, and this is proving to be very stressful for them.

Any advice how I could help resolve this would be greatly appreciated.

Regards, JJD

niftyone

Have a word with Ofcom 0300 123 3333 or 020 7981 3040.

SSE_2

Hello JJD,

Sorry to read that your grandparents have had problems with switching their number from us.

I would like to look into this for you and would be grateful if you could email me at the address on my profile with the details.

I look forward to hearing from you so we can resolve this matter in full.

Many thanks, Holly.

JJD_2

SSE_company_representative wrote: »

I would like to look into this for you and would be grateful if you could email me at the address on my profile with the details.

Hi Holly,

Thanks for responding to my post. I may be missing something, but I seem to be unable to find an email address on your profile and you're unable to accpet PMs.

Please advise.
JJD