The nightmare before Christmas ruins business

Michael Coleman took over Robinson’s tenancy the Ring O’Bells in Stockport, Greater Manchester, on 2 November, but two days later the pub’s line was disconnected by phone and broadband supplier Virgin Media.

Coleman told the Publican’s Morning Advertiser (PMA) the move has cost him an estimated £3,000 a week in lost takings, but had also ruined his prospects for a bumper Christmas.

“It’s ludicrous. This is a busy pub and relies heavily on telephone bookings,” he told the PMA. “If the phone number is not in service, people assume you have gone out of business. The pub is now in a difficult position financially.”

After contacting Virgin the day after moving in, Coleman said he expected the contract to roll over from the previous tenant. When that failed to happen, and despite regular complaints to the company, the line was only reconnected last week.

Coleman now fears the damage had been done because most customers are likely to have booked Christmas parties or meals elsewhere.

He estimated to have taken just 10% of bookings expected after promoting the pub’s Christmas offer locally with flyers listing its phone number — which was subsequently disconnected.

The pub’s card payments also run through the phone line and, as Christmas party bookings required a deposit, the only options were cash payments or him risking cancellations and empty tables.

Coleman said he displayed a notice at the entrance of the pub to explain that, due to Virgin Media, he could not take card payments.

“Customers come out with only plastic on them now. People walked out and went elsewhere. Customers came to book and pay deposits for Christmas meals. I had to say ‘no can do’.”

After a month, the phone line and internet were reconnected and Coleman said, in his 40 years as a publican, he had never experienced such terrible service.

“The support at Virgin Media is absolutely dreadful. Shockingly bad service,” he added.

A spokesman for Virgin told the PMA: “We apologise to the Ring O’Bells for the frustration this has caused and are pleased this has been resolved.”