Forum Discussion

AMAMM's avatar
AMAMM
Tuning in
2 years ago

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...
  • -tony-'s avatar
    -tony-
    2 years ago

    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

     

AMAMM's avatar
AMAMM
Tuning in
10 months ago

I wanted to add to my post in case it helps others. 

I lodged a complaint with the Communications Ombudsman.

I had to provide them with over 50 emails and text messages I had received from Virgin. 

I eventually received automatic compensation from Virgin Media (however there was nothing automatic about it) of 549 days @ £5.05 per day less 6 days the local council took to issue permits to Virgin.

Virgin Media initially responded with "The scheme does not compensate for permit delays". I contacted my local council Highways Department and they provided me with a comprehensive repost showing the days Virgin were issued with a permit, total 6 days.

Virgin initially send a cheque for £175.69 the Ombudsman chased for the balance of the money, Virgin then sent another cheque which wasn't the full amount. The Ombudsman had to go back to Virgin again and finally they paid the total "AUTOMATIC COMPENSATION".

My message to anyone that has been given the run around by Virgin is not to give up, use the Ombudsman but you will have to pursue your claim until they pay up.

Hope this helps.

jbrennand's avatar
jbrennand
Very Insightful Person
10 months ago

Just to be clear...my maths (549 days @ £5.05 per day less 6 days) say that VM paid you £2,742.15p in compensation.

Is that correct?  If so I think that's a new record on these fora 😎

  • AMAMM's avatar
    AMAMM
    Tuning in
    9 months ago

    Yes that is correct, they deducted 6 days for the permit requests.