I’ve been without a properly functioning broadband for nine years and Virgin Media seems unable to do anything about it. The problems began soon after I moved into my conversion flat in 2008. The cable runs over the roof, then splits to each of the properties, finally reaching my flat at the bottom.
A technician advised that I would need my own cable fitted for a reliable connection. However, this is yet to happen. Since then, I have experienced regular loss of TV and broadband and needed to take a day off work to wait in for a technician on 10 occasions. Currently, I have been without my internet and TV services for over two months.
After one technician “fixed” it, another discovered that a Virgin engineer, visiting one of my neighbours, had rerouted my cable to their flat. I’m now told that Virgin will be digging up the road to lay a new cable, but I don’t know when.
I am at a loss to understand how it has taken nine years. Virgin has offered £100 compensation, as well as a loss-of-service credit. I have turned down this offer.
I have also lost out on freelance commissions due to not having access to my emails. I have rheumatoid arthritis and live alone, so am reliant on the internet when flare-ups leave me housebound.
I am beginning to feel that I see Virgin engineers more often than I do my own family. VS, Bristol
My postbag sags with complaints about elusive broadband services, but nine years has to be a record. Virgin acknowledges that you’ve received poor service. Its contrition would be more convincing if it had not required media intervention to offer what it calls “more appropriate” compensation. It has upped its goodwill to £1,407 and promised the cable within six weeks.
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