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jacqui7960's avatar
jacqui7960
Just joined
4 hours ago

Automatic Compensation not applied

Virgin Media took almost 12 months to install my broadband due entirely to their own incompetence, repeated failures, and missed appointments. Daily delay compensation should have been automatic, yet even this had to be forced through Ombudsman intervention, as Virgin Media’s Customer Relations department repeatedly failed to calculate or apply it correctly.

 

By the time missed appointment compensation and Ombudsman-ordered compensation were added, my account held a significant credit balance. The Ombudsman ruled explicitly that this money should be refunded to me by cheque, given the amount involved.

 

Despite this ruling, Virgin Media has failed to return the money.

 

I have contacted their so-called Customer Relations department multiple times, as well as Liberty Global. I have been met with complete silence. No acknowledgement, no explanation, no refund. Once challenged to actually comply with the Ombudsman’s decision, Virgin Media simply stopped responding.

 

Let this be clear: Virgin Media is holding money it knows it owes me, after an Ombudsman ruling, and is choosing to ignore all correspondence about returning it. This is not a misunderstanding or a delay — it is a refusal to engage.

 

If you believe Virgin Media will act reasonably, communicate transparently, or comply promptly with Ombudsman decisions, my experience should disabuse you of that notion. The level of disregard shown for customers, even when a regulator is involved, is shocking.

 

I am now forced to escalate this further purely to enforce a decision that Virgin Media has already been told to comply with. No customer should have to fight this hard simply to get their own money back.

WHEN ARE YOU GOING TO GIVE ME MY REFUND?

 

DO I HAVE TO ISSUE PROCEEDINGS AGAINST YOU IN MY LOCAL COUNTY COURT?

4 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 hours ago

    You should copy this to Ofcom. While they do not adjudicate on individual cases, they do want to know when an ISP breaks its commitment to the compensation cheme. 

  • jacqui7960's avatar
    jacqui7960
    Just joined
    4 hours ago

    Gang of lying, thieving fraudsters aren’t they? 🤬 allowed to bully their customers. Richard from the Customer Relations Department is just the worst! 

  • goslow's avatar
    goslow
    Alessandro Volta
    4 hours ago

    If VM has not followed the ombudsman's ruling, you need to return to the ombudsman to get them to follow up with VM. If that fails, you can go ahead with your planned course of action through the small claims process.

    From past topics on here, I believe that VM has to be part of an ADR scheme in order to operate and any decision via ADR is legally binding on VM. I am going from memory on this so do your own research to confirm this is correct. If it is, your court case should be a simple one if you have an ombudsman decision ruling in your favour.

    You will probably get a VM reply on here (response times on here seem to be 4 or 5 days now) but don't waste too much time on here, you are only likely to receive more of the same delaying tactics from VM.