I have been a Virgin Media customer for the past 20 years (it took over the original incarnations of cable companies long since departed).
Last autumn my phone line developed a fault after cables were laid in the road, and I was told that I required a new line to my property.
The problem is that I live on a small private drive that is shared with seven people – and they all need to give their permission to cross it with new wiring.
Now, however, the company doesn’t seem willing or able to get this permission, and I still have no phone.
I have been sent numerous engineers, none of whom have been briefed as to my ongoing circumstances. As a result they have left on four occasions without undertaking the work.
I made a formal complaint but am getting nowhere.
DB, Dudley
This was all a bit of a mess, but Virgin Media did at least get its act together when we contacted it. A new line has finally been installed. Virgin says: “We thank DB for her patience and would urge the government to introduce clearer ‘wayleaves’ legislation, so that internet providers can help customers like her more quickly.”
Wayleaves are the rights or permissions needed to lay pipes and wires on private land, and they affect all utility companies.
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