03 June 2023 , 14:45
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An online content creator has blasted Virgin Media after he said the communications giant left him with no cash, no job and no internet.
The 29-year-old gamer and content creator relies on a fast internet connection to do his job, so much so that he only rented his current home after assurances from Virgin Media.
But now, after weeks of back and forth Virgin has apologised to the frustrated gamer, saying they can’t install a connection at his property after all.
Now Virgin Media say they have offered the tenant a 'gesture of goodwill', but the home in Longton, Stoke-on-Trent, can’t be connected to the service, after them assuring it could be.
Parents Darren and Julie Walker cannot believe what has happened to their son, .
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Darren, aged 57, said: “My son was looking around for a property to move out of his mum and dad’s. He got himself a girlfriend, found a property, and wanted the internet. He’s a big gamer.
“When he was just 13, he was building worlds on World of Warcraft. He got a letter from this company in Germany asking if he could go and work for them. He was only 13.”
Darren’s son added: “The people I network with do sponsorships for videos and get several thousands of pounds for one video. I’m handicapped because I don’t have the internet.
“On January 30, I checked with Virgin to make sure that we were eligible for the internet. I called them, had a live chat, and checked on the internet with the postcode. It all came back saying yes. I wouldn’t have moved into the property if I’d known.”
The request was lodged with Virgin Media on February 22 and booked for March 13. But Virgin Media sent an email on March 2 stating there would be a delay until March 17 - and that extended into April.
Virgin Media issued the family a WiFi dongle free of charge for the inconvenience, followed by a bill of £75 for the dongle. This was then waived after the family complained.
The tenant added: “Their customer service is absolutely dreadful. None of them seem to understand anything you’re saying even when you break it down for them. They pass you through to a different department or put the phone down.
“They do nothing but make false promises and I'm tired of it. I wouldn’t have spent every penny in my bank account to make my home the way it is if I'd known from the start that we couldn’t get the internet to make a living. I’m out of money, out of work and out of options seeing as Virgin Media don’t want to help. I just wanted the faster internet to make an income and focus on my future.”
Virgin Media has confirmed it has been in contact with the Walkers.
A Virgin Media spokesman said: “We apologise to Mr Walker for his poor experience. Whilst unfortunately we’re unable to service his home, we have offered a goodwill gesture for the inconvenience caused which he has accepted.”
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