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AMAMM
Tuning in
2 years ago
Solved

18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"

I ordered Virgin Media in January 2022 since then they have cancelled the installation appointment 27 times, stating additional work needs to be carried out. 

I have lost count how many times I have contact VM and got no where trying to find out what is happened.

During this period I have been out of contract with BT ready to connect with VM, which has meant I have been paying more than I should be for the service I receive.

I have spoken to the countless engineers that have turned up from Avonline, who confirmed months ago they have cleared the breakages/blockages and I should be connected soon.

I have received 21 texts making sure I will be in between 1-6pm when the technician comes to connect the line, I have had to rearrange my schedule in order to do this, but  a couple of days before, the appointment is cancelled. 

I received an email from VM on the 15 May 2023 stating "We're sorry to say that things haven't exactly gone to plan and we can't bring Virgin Media to your area." Whilst sending me yet another email for an installation on the 19 June 2023!

VM have kept me waiting for 18 months and then send me this email, no mention of the automatic compensation after waiting patiently for 473 days.

I have posted this message because I am at loss as to what to do, I am very frustrated at how VM have handled this, no one at VM has been able to help just telling me to wait for the next appointment.

How do I get VM to pay the automatic compensation which OFCOM state should be paid at a rate of  "£5.83 for each calendar day of delay, including the missed start date".

Every time I ask VM about this they say compensation will be paid once they install the service. But now I have received an email stating this is not going to happen what should I do?

Any advice gratefully received.

 

  • as i said above you are due compensation from yout initial install date + 30 [extra] days if they have cancelled - again as i say above they are likely to use words like provisional to say the original date is not the start date frome where compensation is due - have non of that ist rubbish - the only days they can legally claim not to pay are ones where they are waiting for council permits - they [VM] will likely exaggerate that to 6 weeks or more - again rubbish - councils usually act in 48 to 72 hours so if thats used contact your local council for help

    what you are getting is the usual rubbish from offshore who are completely clueless - the worst case is wait 8 weeks and rais a claim - a call to arbitration services could be worth while and may shorten that time as as far as i know VM cannot refuse to not issue a deadlock letter - they have signed up to that legal requiement  but offshore have no insight or knowledge of UK law and regulations and will just BS you as they think fit

    have non of it - the more they mess you about equates to the more you add to the claim as additional compensation - i suggested £100 - if they continue to refuse a deadlock letter then double that amount

    there are better heads on here than mine at what to do although i think the best of those is no longer posting - but if you do a search theres loads of old threads to get info from