Virgin Media pledges to rebuilt trust in Lightwater

Virgin Media has apologised to Surrey County Councillors Mike Goodman and David Mansfield and Surrey Heath MP Michael Gove for the disruption caused to residents when it recently extended its ultrafast broadband network in Lightwater.

Virgin Media has acknowledged that its roll-out was poorly executed and disruptive to local people and businesses. Work was carried out at a time and in a way which was insensitive to local peoples' concerns. The repairs made to roads and pavements following the installation of the fibre communication lines was also inadequate.

Michael Gove, Mike Goodman and David Mansfield had demanded an apology from Virgin Media and an acknowledgement they must do better in future.

At a meeting in the House of Commons last week, Virgin Media apologised for the mistakes made, explained they will now work closely with Surrey County Council regarding these remedial repairs, and agreed to review any remaining issues with Cllr Mansfield.

Residents’ concerns about the lack of communication from Virgin Media were also acknowledged, and Virgin Media pledged to re-engage with residents at future events in the village as part of its effort to rebuild trust with the local community.

Virgin Media has also explained that although it has decided not to include Windlesham in its ultrafast broadband plan for 2018, it is currently exploring options that may enable it to extend its network to the village in its programme for 2019 or beyond.

Michael Gove commented:

I am delighted that Virgin Media has committed to rebuilding its relationship with Lightwater residents, and is working to put right outstanding defects left over from its remedial works in the village. I am also pleased that Virgin Media is exploring how it can extend its ultrafast broadband service to Windlesham. With more and more people working from home, it is vital we have fast, reliable broadband internet access.’

Cllr David Mansfield said:

Very pleased with the commitment given by Virgin Media to rectify the problems raised by Lightwater residents, and I look forward to the completion of the work.’

Cllr Mike Goodman said:

I would like to thank Michael Gove for his commitment in working with David, myself and Virgin Media to resolve the problems that have affected Lightwater residents. I would like to see the service extended to Windlesham, Chobham and Bagshot, and will commit to work with Virgin Media and residents when this becomes possible. I would also like to thank Virgin Media for their commitment to improve the relationship with Lightwater residents.’