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Couple have 'lost all faith' after six-month wait for Virgin broadband

Thursday, April 30th 2015 by Phil Wilkinson-Jones

A Liverpool couple have “lost all faith” that Virgin Media will ever connect their broadband after waiting six months for the service.

Jayne and Barry Henderson placed an order for broadband, TV and phone with the company in October and paid a £49.99 connection fee.

But six months on, and after numerous engineer visits, they are still without a connection.

After placing an order, the Hendersons were informed that it would take six weeks to get connected because there wasn’t a Virgin cable running to their house.

The delay was because the cable connecting their neighbour’s property to the Virgin network would have to be extended to their house.

“I then received a letter on 12 December to say that when their team arrived they found a problem and some extra work needed to be done,” Mrs Henderson told Cable.co.uk.

“The surveyor had already said this. [They also said] they had to get approval from the local authority to do the dig and this would be another six weeks.”

In January, Mrs Henderson started logging her conversations with Virgin. In February, she was told the situation would be sorted “very shortly” but has since had to make another seven phone calls.

'Very, very slow'

On 1 April Mrs Henderson was told there were new contractors dealing with the installation and that it would be done within a week, but after waiting two weeks she phoned again.

“I spoke to another man and I asked to be put through to a manager to discuss compensation for the length of time we had waited,” she said.

“He put me through to customer service who said that they had been informed by the construction department that I wanted to cancel my connection, [which is] not true, and if I applied again then I would have to start the whole process again.”

Every time she has spoken to Virgin, Mrs Henderson has asked to speak to a manager or have a call back, but is yet to hear anything.

“I have had another letter to say exactly the same as the first – that a visit has been made but there is a problem and it will be six weeks,” she added.

Mrs Henderson said the couple's current broadband, not supplied by Virgin Media, is “very, very slow and drops out all the time”.

“We’ve been told the new contractors will sort things ‘as soon as we can’ but we have lost all faith.”

Cable.co.uk approached Virgin Media for a comment, but one had not been provided at the time of publication.

Update: Virgin Media spokesperson Joe Thomas said: “Following difficulties with a previous engineering partner in carrying out street-level works, there has been an uncharacteristic delay to the installation of their ultrafast services.

"We have compensated the Hendersons for the delays and are glad they are happy with our resolution.”

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