Appointment cancelled will I get compensation
I’m currently with sky for tv and broadband but my contract was due to finish so I decided to move to virgin before sky put my prices up. So I signed up to virgin and got an installation date and they said an outside team would come before this date to do the external work We live in a new build with virgin ducting and boxes on the wall so thought this wouldn’t be a problem but when they came the ducting was blocked so couldn’t get the cable through. Since then our install date has changed to Na on the app and nobody came on the original installation date. I’ve been ringing every other day and they keep saying somebody is coming tomorrow to check what they can do but no one has been yet. I’ve had to ring sky today to extend my tv for another month and the price has gone through the roof. Will I get compensation from virgin or is that if your just left with no broadband? If so I’ll hang tight for a bit before cancelling virgin and finding another supplier. Thanks
Compensation is explained below
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation
and it is from the 'date initially confirmed in writing' when VM said it would 'activate' your services (i.e. your 'go live' date, in which the VM notifications usually talk about a tech visiting to install equipment etc). Keep a permanent record of that activation date.
VM has tried to complicate the process by inventing the idea of a 'provisional' installation date as a means to avoid, or reduce, pay-outs. Often compensation topics on here end up with the ombudsman so it is important to keep good records of what exactly VM told you along the way as regards installation.
The advice on the phone that the installation will happen 'tomorrow' is meaningless (as you have probably worked out already) as it has no factual basis.
VM has to pay you the compo in any event although it frequently tries to dodge paying in the topics which come up on here or tries to offer a lesser 'goodwill' payment.
Keep detailed notes of everything that happens (dates, times etc.) along with evidence such as emails, texts, screenshots etc.
VM has to pay any compo due within 30 days of your services being activated or up to the point where you, or VM, cancels. It is in your interests to let VM do any cancelling as far as the compo is concerned.
