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Mowgliben's avatar
Mowgliben
Joining in
2 months ago
Solved

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 

 

  • goslow's avatar
    goslow
    2 months ago

    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.

8 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    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.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 months ago

      Thanks for your post on our Community Forums Mowgliben and a very warm welcome to you!

      Pleased to see you've been able to obtain the advice you were searching for on the subject of automatic compensation.

      Do feel free to come back to us if you have any further questions or concern in relation to the pay out you're due to receive.

      Thanks,

      David_Bn

  • Mowgliben's avatar
    Mowgliben
    Joining in
    2 months ago

    I put a complaint in last week as I just didn’t seem to be getting anywhere when ringing them. Somebody rang me today from the complaints department and have given me another date May 31st for the external work. She wanted to close the complaint but I asked her about the compensation I was due. She tried to offer me £50 then £100 good will payment and said I am not due compensation as I’m waiting for external work. I didn’t accept the goodwill payment as it wouldn’t even cover the extra I’m paying to sky at the moment as I’m out of contract. Is it true what she is saying about not being due compensation? I have a contract from virgin with a start date of 26th of March and an email confirming installation on the 26th of March.

    thanks

    • goslow's avatar
      goslow
      Alessandro Volta
      2 months ago

      We see the same pattern of behaviour from VM's agents over and over again on here. They tell the customer there is no compensation while waiting for external work (which is untrue) and then offer a small goodwill gesture payment which is much less than that due under the official compensation scheme.

      Have a read through the OFCOM compo document. It is easier to read than VM's version and does not contain VM's add-on embellishments which are designed to reduce or avoid pay-outs.

      https://www.ofcom.org.uk/siteassets/resources/documents/consultations/uncategorised/98684---automatic-compensation/associated-documents/industry-code-of-practice-for-automatic-compensation.pdf

      There are limited circumstances (para 40) where VM can reduce (not avoid) payments. These include things like waiting for a council permit for street work or waiting for a wayleave agreements etc. (para 40d).

      VM has invented the idea of a 'provisional' installation date to try to reduce or avoid pay-outs. Mostly this gets rejected when cases have been reported to the ombudsman and outcomes are reported back on here. Some past outcomes have been determined by what the customer was told along the way while waiting as to whether the 'provisional' claim has any weight or not.

      You are probably wise enough to know not to put any faith in the next date of 31 May. You'll just have to wait and see what happens.

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Mowgliben thanks for posting and welcome to our community.

      Sorry to hear of the delay in your installation and the impact it's having on your household. Also sorry for any confusion around the compensation levels. Any applicable automatic compensation would be calculated at the end of the issue. Whether it is the installation is completed or if the order is cancelled, sorry. Please do get back to me, if you wish me to take a look on your behalf.

      Regards

      Lee_R