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Next-day broadband and TV repair still not completed a month later

Tuesday, May 19th 2015 by Phil Wilkinson-Jones

A man is close to ripping out his Virgin Media box and “throwing it away” after being without TV or broadband for a month.

Barry Holtom first contacted Virgin four weeks ago after his services “just went off” and was told it would be up and running by 4pm the following day.

He phoned again the next day because nothing had happened – and has called numerous times since – only to be told the same thing each time.

“After a week and a half, Virgin changed its tune saying ‘there’s a bit more involved’,” Mr Holtom told Cable.co.uk.

“So I rang the council asking for a straight answer.”

Mr Holtom was told that Virgin’s engineers need to access cabling on the roof of the 10-storey block of flats he lives in, but had failed to show council officials the right paperwork.

“The council said ‘we’ve shown them the paperwork we need’ and they’ve been up there before. They must have had people put the cabling up there in the first place.”

Mr Holtom said he has spoken to Virgin a number of times over the past few weeks but “no-one seems to care, no-one seems bothered about it”.

“Every time you phone up, you get so frustrated,” he said. “You can’t even speak to anyone in authority.


“My neighbour three doors down phones up at the same time on the same day and gets told a different thing. There is no consistency.

“It’s absolute crap the way they speak to people, their customer service is shocking.”

Mr Holtom, who lives in Kilburn in London, said he has had to cancel social plans including watching the Mayweather v Pacquiao fight with friends.

“I do darts league scores for the British Darts Organisation and can’t do those at home at the moment,” he added.

“I’m also the results secretary for two other darts leagues and I have to walk around with a laptop trying to get a wi-fi signal.”

The 51-year-old said Virgin have offered to reimburse him for the time he is without TV and broadband, but haven’t offered him any compensation.

“There is no ‘sorry for the inconvenience’, no ‘you’re a valued customer’. I’ve been with them for four years.

“You can guarantee they will take the direct debit at the end of the month and then it will be up to me to chase them for it.

“I’m getting to a point where I’m so close to ripping the boxes and cabling out of there and throwing them away.”

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

Update: Joe Thomas of Virgin Media said: “We have apologised to Mr Holton for the delay in restoring his services, which we were able to complete today.”

“We are glad that the landlords recognised our right to access our networking equipment.”

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