I gave this company one star because there is no option to give no stars. Virgin Media have left an 85 year old lady who lives alone without a phone for the last 5 days during a Covid pandemic.In March she went to live with her brother and sister in law during the Covid Lockdown period and unfortunately her phone bill was overlooked resulting in disconnection. Her brother and sister in law (who live several hundred miles away) are in their 80s themselves, and have their own serious health issues.Now that lockdown restrictions have eased it was time for the elderly lady to return to her own home. But despite paying the bill as soon as the error was realised, numerous calls (with multiple departments including customer service and their press office), hours and hours spent on hold and then explaining the same thing over and over again, and multiple promises to reconnect - ranging in duration from 2 hours to 74 hours - the phone is still disconnected. This vulnerable old lady is on her own. She doesn't have a mobile - many 85 year olds don't- and has no way of contacting the outside world. Virgin have now decided that an engineer is required (it is a week today since my first communication with Virgin about this and at no point has anyone mentioned an engineer) and have made an appointment for Thursday (today is Tuesday). I live over 200 miles away from my aunt and she has no family close. Her one friend is shielding. There is no-one to tell her what is happening. And do Virgin give a toss? No. According to them it is being treated as an emergency! An emergency created by them! An emergency that could have so easily been resolved. And emergency that has caused unmeasurable and unnecessary stress. This is inexcusable.