Hi am new to this but would just need some help I was supposed to be Newley installed in November the 5 th 2024 they dug five holes outside the house didn’t install it till April 2025 giving the breakdown of £933 186 delayed installation then 8 missed appointments at£30.99 x8 and leaving my bill £977 in credit and saying they would give 18 months free good will gesture for the inconvenience of the contract after numerous Fone calls and they saying they will give £172 but because I said no your calculation are wrong they have now put a dead lock on the account as I wouldn’t accept that offer can anyone please give me some guidance as this is just a lie after lie and wonder were I go from here please help one very angry frustrated VM customer TIA 😡😡
Forum Discussion
6 Replies
It is very common on here to find topics where VM claims it owes far less compensation than the customer thinks is owed.
Firstly, don't give up. A large part of VM's strategy is to delay and distract and make the whole process of claiming so difficult that the customer gives up and goes away.
If you need to collect evidence for your claim use a DSAR
https://www.virginmedia.com/help/dsar
If VM has told you that they are at deadlock with you, you can go to the ombudsman
https://www.commsombudsman.org/our-process
A process for making a successful claim is outlined below
compensation for delay in broadband installation | Virgin Media Community - 5529046
from someone who was in similar circumstances
- Martin_N
Forum Team
Hi Dannyboy56,
Thank you for your post and welcome to the community.
We're very sorry to hear about what has happened up to know with your account.
To confirm, has the team advised they raised a complaint and the compliant has been deadlocked?
^Martin
Hi thank you for adding me and yes they rang me yesterday and told me they would put a deadlock on the account and go to the ombudsman and have a good day sir as they are not prepared to pay no more than !£176 pounds which I asked were are you getting these figures from when I asked which department he was from he told me India totally unacceptable customer service they were from the claims resolution team I think he said he spoke that quick and bold I was getting nowhere with them it was a losing battle tbh
I'd be surprised if the forum staff get involved now. It's company policy once a deadlock has been issued to not comment further.
I think the OfCom policy of paying recompense for delays is voluntary participation by ISP's.
For dispute resolution, from what you said, VM have not communicated clearly how they got to those sums and reasons why the full amount is not being paid, and that is defined by OfCom as mandatory requirement.
See Ofcom rules here:
https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know
Problem As a landline or broadband customer, you would be entitled to compensation if… Amount of compensation Delayed repair following loss of service Your service has stopped working and it is not fully fixed after two full working days. £9.98 for each calendar day that the service is not repaired Missed appointments An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice. £31.19 per missed appointment Delays with the start of a new service Your provider promises to start a new service on a particular date, but fails to do so. £6.24 for each calendar day of delay, including the missed start date. Where signatories do claim an exception to paying automatic compensation, we expect them to clearly communicate the reasons why to their customers, and continue to act in their customers' best interests. In addition, where signatories are not paying automatic compensation for legitimate reasons and customers are without service, customers should not be charged for a service they are not receiving.
Thank you for the heads up I will leave it with the ombudsman but thank you for your guidance 👍
- David_Bn
Thanks for coming back to us Dannyboy56, and confirming the deadlock status.
We'd need to advise that once a deadlock letter has been issued, this is not a case we can assist with, and therefore advise you to follow the advice/instruction on the deadlock letter once received to raise with the ombudsman services for independent adjudication.
Thanks,
David_Bn
