Virgin media - how to speak to a real human for vulnerable customer

Ilovecupcakes

Anyone got a phone number for virgin media where you can speak to a human being? Preferably a UK based one? My 89 year old grandmother has had no landline since yesterday. She relies on the phone for communication with the world and to call for help and assistance, she doesn’t have the internet or a mobile phone. I am going round in circles trying to speak to someone, online help or WhatsApp help just sends you back to the website. When calling the contact number you can’t speak to anyone unless you don’t enter any options then the Indian call centre just keeps parroting what is the email address despite me saying repeatedly she hasn’t got one. I asked what there policy on vulnerable customers was to be told they need to phone up just like everyone else. I just want to speak to a human who can tell me if the issue is in the area (status checker says no issue) or with her phone. It’s so incredibly frustrating and vulnerable customers with no support would not be able to navigate this hellhole of “customer service”

elsien

Is she able or does she have a helpful neighbour who can actually plug her phone directly into the master socket to see if that makes any difference, or try a second phone?

 Is she already registered with them as a vulnerable customer?
https://www.virginmedia.com/help/accessibility#:~:text=Simply%20call%20150%20on%20a,respond%20to%20your%20needs%20appropriately.

It may have changed since then, but 12 months ago the community forum says if you try at 8 am you are more likely to get through to someone UK based. They don’t have a specific UK number; it’s whichever agent is free first regardless of location. 

Ilovecupcakes

Her neighbour was the person who called to alert me to the issue but she is also quite elderly, my gran has 2 different phones plugged in but neither are working. I’m a couple of hours away but heading there this afternoon. I think she is registered with them but she doesn’t have a disability she’s just elderly. It looks like the vulnerable customers are directed to the same phone line l was trying in vain earlier so l’m not sure how helpful it will be! I just need to know if there is a wider issue they are aware of or if it is just with her phone.

Ilovecupcakes

An update on this, I’ve just corresponded with someone from virgin on WhatsApp after clicking l would like to complain button. Apparently they are switching over the whole area to fibre and they sent out numerous communications which were by email and she doesn’t have the internet or an email address on her account. The virgin person was only interested in trying to get her a router which l explained so many times she doesn’t need or want. So basically they are quite happy to leave an 88 year old vulnerable house bound lady without any means of communication or calling for help in an emergency,

Ilovecupcakes

Can anyone recommend a company which will provide any kind of service for vulnerable customers? She needs a tv and landline package but not any sort of broadband. I will be cancelling her virgin media account.

JSmithy45AD

Ilovecupcakes said:

Can anyone recommend a company which will provide any kind of service for vulnerable customers? She needs a tv and landline package but not any sort of broadband. I will be cancelling her virgin media account.

Would Freeview and any phone supplier not do?

TadleyBaggie

Be aware that the whole of the analogue phone network is being phased out and eventually (quite soon) everyone will need a router connected to broadband to get a landline.

https://www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines#:~:text=In%20November%202017%2C%20the%20telecoms,by%20the%20end%20of%202025.

elsien

Ilovecupcakes said:

Can anyone recommend a company which will provide any kind of service for vulnerable customers? She needs a tv and landline package but not any sort of broadband. I will be cancelling her virgin media account.

Why does she need a TV package if she doesn’t have broadband? Can’t she get Freeview via an aerial?
Would it be simpler to get a cheap basic mobile?

ETA if you are cancelling her virgin media account, does that mean you have power-of-attorney? Because if so can’t you set up emails to your email account?

Abbafan1972

TadleyBaggie said:

Be aware that the whole of the analogue phone network is being phased out and eventually (quite soon) everyone will need a router connected to broadband to get a landline.

https://www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines#:~:text=In%20November%202017%2C%20the%20telecoms,by%20the%20end%20of%202025.

That’s not what it says in the link you posted? It says you won’t need to have an internet connection. 

TadleyBaggie

Abbafan1972 said:

TadleyBaggie said:

Be aware that the whole of the analogue phone network is being phased out and eventually (quite soon) everyone will need a router connected to broadband to get a landline.

https://www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines#:~:text=In%20November%202017%2C%20the%20telecoms,by%20the%20end%20of%202025.

That’s not what it says in the link you posted? It says you won’t need to have an internet connection. 

If you read further:

If you don’t have broadband and you don’t want a high-speed internet connection, some providers will still offer the option to use a simple internet connection just for making calls. You’ll still be able to have a landline in your home, but the technology that underpins it will be different.

elsien

No but the OP needs to be aware that as and when things change over the landline won’t work in a power cut so there does need to be consideration about a backup system