Forum Discussion

Watson6808's avatar
Watson6808
Joining in
19 days ago

Stuart Watson

Virgin Media

Hi this is a copy of events.

From Virgin initial appointment

Your chosen date & time

3rd February 2025, 13:00 - 18:00pm

Our engineer will arrive on your chosen date within the chosen time slot. Someone over 18 needs to be at home for the appointment.cancelled.

Given new date Monday 7th February cancelled.

New date 3rd March.

Engineer visit 10th February no one turned up.

Re-booked 11th February?

Engineer came to confirm it could be installed.

New date 1st March engineer visit. No body came. Rang virgin media assured someone was coming and installation date to be given after visit. No one came.

Installation date 3rd of March now not showing on Virgin Media app.

Copy of Virgin code of conduct: compensatio

Am I eligible for Automatic Compensation

  • £6.10 per day if we don’t install your services on the promised day until installation’s completed
  • £30.49 if we don’t turn up on the promised day of an appointment

28 days £6.10 per day £170.80

3x Engineer dates cancelled. 3rd & 7th February £39.49 each

Now 1st and 3rd March £39.49 each

Thanks Stuart Watson

Account number : [removed]

Area reference : 22

MOD EDIT: Personal details removed. Please do not post personal information on the public forum.

  • Watson6808's avatar
    Watson6808
    Joining in
    19 days ago

    Great thanks for that. No suggestion of how you will sort the problem. Great customer service 👍

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      19 days ago

      Hi Watson6808 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear that you have not had our services installed as yet. So that we can look into this further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • newapollo's avatar
    newapollo
    Very Insightful Person
    19 days ago

    Hi  Stuart,

    Sorry but you need to redo your compensation calculations as you have used incorrect figures.

    The correct compensation payments are

    • £9.76 per day for a total loss of service after 2 full working days from registering the loss of service to us
    • £6.10 per day if we don’t install your services on the promised day until installation’s completed
    • £30.49 if we don’t turn up on the promised day of an appointment
    • External appointments that do not require you to be at home are not included within the scheme for missed appointment payments.

    Info from https://www.virginmedia.com/help/billing-and-payments/automatic-compensation