I am aware of an elderly couple in their 80's who have moved property due to health and downsizing. The husband has had a number of strokes recently, so they do need the phone as their lifeline. They do have a nurse who calls in daily. They don't use a mobile...many people in their 80's don't. They wanted to keep their existing provider and phone number with VF, and were told that it could be around 5-10 days before it would be switched to their new house. I believe this time has been exceeded, as it appears to be more like 15 days.
They are moving between towns, but it is the same area code and within the same calling zone. I believe they were told the delay was due to it being in the a different calling area, but I have checked and it is int eh same calling area (at least it is on th white pages calling boundary map). They have been without a line since the 30th april. They aren't able to ring VF to find out what is happening as they don't have a phone, and they don't have family to help. They are without internet too, and sky, which I believe is part of the bundle, but that obviously isn't a priority as much as a phone line. They were told they should have contacted vodafone 2 weeks prior to the move, but obviously they had more important things on their mind , and that is not something people would know anyway until they move.
So I am trying to find out how this can be escalated so it can be actioned immediately. They are in a vulnerable situation, and I think they should have been given priority due to the health circumstances, but they probably aren't the sort of people to complain. So I was wondering if any VF staff would be able to get this looked into as to what the current status is, or to get it pushed through. I can PM the details