Help for elderly MIL

Hello,

My mother-in-law (80+) has symptoms of short term memory loss. She relied on my FIL (now passed) to deal with everything technical and is struggling with Virgin Media. She lives alone and relies on the TV for company, but time after time, the Virgin box cannot find channels or connect to WiFi.

Occasionally the broadband or phone are not working either, but even when they are working, the TV service will not. Engineers have been out and they get things working again, but it always goes wrong again. I've been myself and cannot see anything wrong with the set-up. I'm not sure she's had any TV service for the past few months, despite an engineer visit in November that seemed to fix the issues.

It turns out that she recently (last year?) renewed her contract, although she can't remember the details. She wants to break her contract, but Virgin have quoted her around £1000 to leave a service that rarely even works. She's been with Virgin for years, and would definitely have been out of contract at some point. I don't think it was necessary for her to renew, and I'm not sure she would have fully understood her options.

Is there a way to break the contract without incurring a fee? What else can we do to help? (we don't live nearby unfortunately, but my husband has POA)