Feeds

Virgin Media 'overwhelmed' by broadband customers fleeing BT

Result? Delays aplenty

Boost IT visibility and business value

Exclusive Hundreds of people who have recently signed up to Virgin Media UK’s ADSL broadband service face lengthy delays getting their accounts activated.

The company has blamed a sudden spike in demand for its relaunched ADSL package, which is intended for would-be customers who live outside of the operator’s cable coverage and want to bundle their broadband and phone lines together.

At the beginning of August Virgin made lots of noise about its new all-singing-all-dancing ADSL broadband service packages, that boosted faster download speeds of up to 20Mbps and its own telephone line rental.

All of which offered an attractive proposition to customers wanting a simple, BT-free life that involved having a single bill with one telecoms supplier.

But here’s the rub: A spokesman at the cable giant told us it had been inundated with customers fleeing BT and running headlong into Virgin’s increasingly burdened arms.

“Since we relaunched our National service with line rental and our Best Speed Promise, we have been overwhelmed with new orders, resulting in a few delays in getting customers on to our superfast ADSL broadband,” the spokesman told The Register.

He also confessed that the company has been struggling to post out modem kit to its new punters.

“We have now resolved modem stock problems and are working flat out to get customers up and running as soon as possible. We are very sorry for any delays some customers may have faced.”

It’s not clear at this stage if customers who have suffered delays with their ADSL broadband service will have their £30 activation fee cancelled by Virgin. Those affected have been urged to send an email to the firm detailing their complaints.

Virgin Media has been dogged in the past for failing to provide the capacity customers have demanded from its service. The company has clearly upped the ante by invading BT’s heartland with its new bundled broadband and phone line rental offer.

But failing to respond adequately to such a positive uptake from customers leaves the firm open to the same old complaints, no matter how appealing its packages may appear at the outset. ®

The essential guide to IT transformation

More from The Register

next story
UK fuzz want PINCODES on ALL mobile phones
Met Police calls for mandatory passwords on all new mobes
Canadian ISP Shaw falls over with 'routing' sickness
How sure are you of cloud computing now?
Don't call it throttling: Ericsson 'priority' tech gives users their own slice of spectrum
Actually it's a nifty trick - at least you'll pay for what you get
Three floats Jolla in Hong Kong: Says Sailfish is '3rd option'
Network throws hat into ring with Linux-powered handsets
Fifteen zero days found in hacker router comp romp
Four routers rooted in SOHOpelessly Broken challenge
New Sprint CEO says he will lower axe on staff – but prices come first
'Very disruptive' new rates to be revealed next week
US TV stations bowl sueball directly at FCC's spectrum mega-sale
Broadcasters upset about coverage and cost as they shift up and down the dials
Trans-Pacific: Google spaffs cash on FAST undersea packet-flinging
One of 6 backers for new 60 Tbps cable to hook US to Japan
Tech city types developing 'Google Glass for the blind' app
An app and service where other people 'see' for you
UK mobile coverage is BETTER than EVER, networks tell Ofcom
Regulator swallows this line and parrots it back out at us. What are they playing at?
prev story

Whitepapers

5 things you didn’t know about cloud backup
IT departments are embracing cloud backup, but there’s a lot you need to know before choosing a service provider. Learn all the critical things you need to know.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.
Rethinking backup and recovery in the modern data center
Combining intelligence, operational analytics, and automation to enable efficient, data-driven IT organizations using the HP ABR approach.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.