Forum Discussion

turtles's avatar
turtles
Tuning in
13 hours ago

2 month delayed install following move, but no refund on bills and reset contract length...

Straightforward really.

VM gave me a confirmed install date in early August (house move).  Eventually installed at the end of September. 

Have just receieved first bill...for full amount and with a 'new contract' date.

 Was expecting £6.24 delay compensation x 55 days, and also expecting my existing contract to be maintained rather than being re-tied in to a new one.

Am more than slightly disgruntled.

Best course of next steps?   So much for automatic compensation scheme...feels a bit devious tbh

 

bill
complaint
contract
Movingin

2 Replies

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    10 hours ago

    Hi turtles,

    Thanks for posting and sorry to hear of the install delay. 

    So I can take a close look at this, I've popped you over a private message.

    Alex_Rm

  • goslow's avatar
    goslow
    Alessandro Volta
    12 hours ago

    There are regular complaints on here about VM starting new contracts during a home move, rather than transferring the existing services.

    VM has 30 days from when your service was activated to credit you with any compo due but be prepared for VM to deny any responsibility to pay accompanied by a long list of irrelevant excuses.

    You will need to lodge formal complaints about both issues with a view to escalating to the ombudsman if necessary.

    A VM person should reply here is due course (usually within a few days) and may offer to look into the issues which might bypass the complaint/ombudsman route.