Ms. Hebbourne and one of their two daughters work from home and need to upgrade their internet connection to fiber optic so they have a better and more reliable connection to do their jobs.

However, the family said it had been a ‘stressful’ experience where Virgin had abruptly canceled eight times to do this work for no reason. They said Virgin was not returning their calls despite promising to do so.

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The situation became so bad and trying that Ms Hebbourne was “several times moved to tears”.

She said Virgin was the only fiber optic provider on their route and had tried to resolve this issue without success.

Their Boyn Hill ward councilors, Stuart Carroll and Gurpreet Bhangra, even stepped in and wrote an angry letter to Virgin CEO Lutz Schuler asking the company to address this issue and launch an immediate investigation into the ” obvious failings” within the organization.

Speaking to the Local Democracy Reporting Service, Cllr Carroll described the service as “appalling”.

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He said: ‘There is something, it seems, systemic about the way this organization works and this is just another example I’m afraid to say.

“Other residents have contacted us about similar issues and this is a particularly extreme case, but there seems to be a pattern here of poor customer service and organizational dysfunction.”

A Virgin Media spokesperson said: ‘We apologize to Mr and Mrs Hebbourne for the delay in installing their service. We are working hard to resolve this issue as soon as possible. »

But it may be too late as Ms Hebbourne said they were considering cutting their losses and switching to another supplier.

She said, “We can’t do this no more.”