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'My Virgin broadband connection dropped out 159 times in 24 hours'

Tuesday, October 6th 2015 by Ellen Branagh

A Virgin Media customer in Crawley has spent three months battling broadband problems – with his connection dropping out 159 times in one day.

Ben Polhill said his family have been struggling with “constant disconnections” for at least the past three months, making it “impossible to do anything”.

Mr Polhill contacted Cable.co.uk after reading that other Virgin customers in Crawley had suffered similar problems.

Virgin users in the town complained earlier this year of months of slow speeds and unstable connections, making them want to switch providers.

At the time, Virgin said that work planned in planned in Crawley as part of its investment programme would improve the situation and allow customers to enjoy superfast speeds.

But Mr Polhill, 29, said he has been suffering "serious problems" for the past few months.

"We’ve been having problems for about the last three months – serious problems," he said.

“We suffer from constant disconnections. There’s periods of time where maybe for a few days it will only disconnect once or twice, but there’s days where it disconnects about 20 times.

“When I spoke to one person from Virgin, they told me that in a single 24-hour period, we had had 159 disconnections.”

Mr Polhill, 29, who has a nine-year-old daughter with partner Victoria Wright, 30, who is a care worker, said the unreliable connection makes it impossible to do things online, let alone watch TV uninterrupted.

“It makes it impossible to do anything,” said the stay-at-home dad.

“Everything is online now. Whether it’s to buy insurance or to contact the council.

“It’s lucky my partner got a new phone recently, because we use that more for the internet than the Virgin connection.

'It shouldn't have come to this'

“We have a child and she loves to watch certain programmes on Netflix, so we pay for it on top of paying for Virgin, but you just can’t watch things.”

The couple have received a catalogue of excuses for the problems, Mr Polhill said, and have had seven engineers visit, yet the situation is no better.

He said he has received refunds from Virgin for the lack of service – but just wants the assurance that his broadband will work.

After Cable.co.uk contacted Virgin, Mr Polhill said he noticed an improvement in his service, and also received a call from the company apologising for the problems he had experienced.

“The service seems to be back to normal, I just hope it lasts,” he said.

“But it seems that only now when a journalist has got in touch with them, that they’ve taken my complaints seriously. It shouldn’t have come to this.”

Cable.co.uk has contacted Virgin Media for comment.

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