We were recently made aware of an issue affecting Virgin Mobile customers who were being cut off when trying to call the Willow Group.
We have been working hard to identify the issue which appears to only be affecting a small subset of Virgin customers who were previously on the Orange network. The reasons that only this sub-group of Virgin customers are affected is not entirely clear. However, we have now managed to successfully replicate the issue which means our partners are closer to identifying a fix.
This work has been ongoing since the issue was first identified and we are assured that the 3rd parties involved have narrowed down the problem to a particular part of the service. We are therefore hopeful that it will be addressed shortly, although no guarantees can be given at this stage.
We completely recognise how this will be extremely frustrating for the small number of patients it affects but would like to emphasise that the vast majority of patients, including those using Virgin’s network, are able to successfully call The Willow Group without a problem. We would encourage any patient experiencing this issue to contact us via our alternate access routes, including; Patient Access, eConsult and Facebook.
We apologise for the inconvenience this may cause you and will keep you informed of any updates.