Automatic compensation not enough
I have after 57 days been connected today after 2 delays to my installation. I have been credited £67.10 today. Thus is only 11 days and isn’t good enough. What should I do.
Forum Discussion
12 Replies
Counting for the compo starts from 'the date initially confirmed in writing' when VM said it would 'activate' your service(s). VM's communications usually talk about a technician coming to install equipment etc.
VM has, however, come up with a few creations of its own to try to reduce, or avoid, compo payouts (the most well-known on here is the 'provisional' installation date).
Track back through any evidence and records you have of what took place and see if you can find any info relating to the above. That will be a useful starting point for further advice on here.
Be aware though, it is very common in topics on here for customers to have to take a complaint to the ombudsman to get the correct compo that is due.
Brush up on the compensation scheme if you have not done so already. The OFCOM version below is an easier read than VM's version and contains no mentions of VM's own exclusion clauses.
Compo rates in the above document are out of date. Current rates are below
Am I eligible for automatic compensation? | Virgin Media Help
2 other things - did they miss any appoointments where they required you to be in and did not give 24 hours notice that they would not attend - if so thats £30 compo each time
and when you do get to the arbitrator - add £100-£150 for the lies and messing about
as said open a complaint you need that to be open 8 weeks before you can go to the arbitrator - hopefully they will close it with a solution thats rubbish - that then means you can go straight to the arbitrator - you could also ask for a deadlock letter which they are legally bound to give you - that again means you can go straight to arbitration but dont hold your breath on that as they can ignore the law and not issue it - if that happens be sure to tell cicas so they can add it to all the other stuff VM do wrong
if part of the reason given for the reduced compo is council permissions they are entitled to reduce the days by the days it took to get that permission - VM will tell yout its - 10 or more days - the tuth is that its 2 or 3 or non in some areas so it worth checking with highways at your local concil
Thank you for this. I have just spoken to them. They said this amount was fixed by ofcom not them but couldn’t advise why it was 11 days - they then proceeded to offer me £100 full and final settlement which I declined. They say they are now sending me a deadlock letter to take to Ofcom
