Hi all, I'm posting on behalf of my mum because she's getting really upset about her broadband bill and I don't know where to start.
She's 78, lives alone, and has had a couple of letters from Nexora saying her price is going up again. She doesn't really use the internet much, and the last time she rang she said she got transferred around and gave up. I'm trying to sort it out without making her more anxious.
Is there a way to get someone to talk through the account more slowly and maybe check if she's on the best package? Also, if there's a way to note that she's vulnerable or needs extra support, I'd like to do that properly. I'm not after anything special, just a calmer way to deal with it. Postcode is not on here obviously, but the account is under ELMER-42 if that helps the staff find it.
Hi Liam, thanks for explaining the situation so clearly. You’ve done the right thing by asking for extra support.
We can add a vulnerability note to the account so that future contact is handled more carefully, including slower explanations and a preference for written updates where possible. We can also review the package and check whether there’s a more suitable option for your mum based on her usage.
I can’t access full account details from the forum, but if you send a private message with the account holder’s full name, address and a contact number, I can arrange for the account to be reviewed and for the support note to be added. If she prefers, we can also arrange a call at a quieter time of day. Please don’t share any of that publicly here.
Hi Liam, thanks for explaining the situation so clearly. You’ve done the right thing by asking for extra support.
We can add a vulnerability note to the account so that future contact is handled more carefully, including slower explanations and a preference for written updates where possible. We can also review the package and check whether there’s a more suitable option for your mum based on her usage.
I can’t access full account details from the forum, but if you send a private message with the account holder’s full name, address and a contact number, I can arrange for the account to be reviewed and for the support note to be added. If she prefers, we can also arrange a call at a quieter time of day. Please don’t share any of that publicly here.
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