Forum Discussion

tortoisewinsha's avatar
tortoisewinsha
Tuning in
2 months ago

5 month delay - install cancelled - compensation?

We moved house at the end of May and wanted to bring our package with us.

We were told it would be installed the day after we moved in. That was then pushed back by 2 weeks...and then another 2 weeks, and then another 2 weeks...for 5 months!

Right the way up until 2 days ago when we had an email saying they couldn't supply us and our account was being cancelled.

I'm aware we are now due significant compensation for delayed install from Ofcom. I spoke to an agent yesterday who claimed we weren't entitled to this. I quoted Ofcom guidelines to them: they said they'd open a complaint to arrange compensation.

I received an email today: they resolved the complaint today under the reason "Customer Experience -> Agent or Technician Professionalism - Internal feedback provided". I've raised another complaint...

By my maths, we're owed for every day since the initial install day, plus 30 days notice, plus the discretionary compensation they offered in calls (e.g. credit for a new 4G router). It's well over £1,000 at this point.

What's our best way of getting the compensation we're owed actually paid via cheque? Support have been terrible, constantly telling us incorrect information and now telling us twice we aren't owed any delay install pay.

Thanks for any help

complaint
installation

3 Replies

  • newuser23's avatar
    newuser23
    Dialled in
    2 months ago

    They won't pay in full until the Ombudsman tells them to, so you must make another complaint. In the meantime it's essential to make notes of every contact with VM, in date order. 

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    If you have already raised a complaint ref lack of compo, and VM has closed that complaint with a non-resolution, you can go to the ombudsman by rejecting the VM resolution. VM should provide you with a 'deadlock' letter to do this.

    VM has to pay you what is owed within 30 days of cancelling on you.

    It sounds like you have already read the compo in detail and you are familiar with the 'cease notice' which means VM has to pay what compo is owed up to the point they cancel on you plus a further 30 days beyond that.

    VM will gloss over the compo rules and reg's and will try to reduce what you are owed or eliminate it altogether so your next stop is the ombudsman via this process

    https://www.commsombudsman.org/our-process

    There have been numerous past topics on here where the customer has fed back that VM's approach is to grind you down in the hope you give up. But those same topics invariably end with the ombudsman awarding compensation (in some form) to the customer.

    A useful post is here

    compensation for delay in broadband installation | Virgin Media Community - 5529046

    where the customer faced similar issues but got the compo in the end.

    • tortoisewinsha's avatar
      tortoisewinsha
      Tuning in
      2 months ago

      Thanks for the advice. It's shocking that Virgin Media customer service can actively mislead customers about their rights. 

      In my eyes, that should lead to additional penalties and costs to deter them, as opposed to only having to pay out the standard after doing everything they can not to pay out.

      This sounds like it will be a battle but I will get what I am owed, whatever that amount is. Wish me luck!