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

Ilovecupcakes

Hi just to update this. I finally got virgin to agree to send someone out tomorrow to reconnect her phone line, this was only because l was extremely persistent with them on WhatsApp (they refused to phone me or let me call them).
 I fully understand that the system is being switched over but they absolutely did not communicate this with her, l open all her mail and l have PoA. She pays extra to receive her bills by post and she certainly received the letter telling her about the massive price increases!
 I am going to escalate my complaint further (if l can find out how to!) as l can’t believe they were quite happy to leave a very vulnerable elderly person without their only means of communication. I am so angry that the people most impacted by these changes have been given no consideration and not every old person has someone who can advocate on their behalf and give up their bank holiday to try and sort it!