I'm enquiring on behalf of my grandparents. Unfortunately due to a misunderstanding and...

I'm enquiring on behalf of my grandparents. Unfortunately due to a misunderstanding and a disagreement on the increased charge you were enforcing upon them, my grandparents decided to swap service and cancel their virgin contract, despite having been with virgin since ****, poor form. They have since received their new box with their new service. However, their home phone no longer works, and they have been informed that VIRGIN have BLOCKED their number!!! I have tried multiple times to reach my grandparents today and out of concern because I couldn't reach them I have visited them to then hear this story. Virgin services should be ashamed.!!! The only form of contact we have with them and you have removed it!!! I'm under the impression their new service is attempting to resolve the issue with virgin, the only other option is to change their number all together, which is a big nuisance for them, why should they!? They await hospital appointments, they could have missed important phone calls! Absolutely disgusting. They received shocking customer service from virgin up until this point and now their number has been blocked out of spite it seems as they have changed service. Please enlighten me as to why this has happened and how it can be resolved asap. Thank you.