Forum Discussion

yuresh's avatar
yuresh
Joining in
2 years ago

Delayed Install Compensation

I joined at the start of October and have had 7 install dates delayed with no information every time I ask, it’s just blamed in “permits”. I’ve checked with the landowner and they’ve had no contact from any of the outsourced install team or VM. I’m due a lot under the automatic compensation scheme so I’m reluctant to cancel and change to another provider as I would have over £600 with VM and not need to pay any bills for a while. Does anyone know if you’re still eligible for the automatic compensation if you cancel before install due to the delays, or do you lost it all despite having been inconvenienced for months? Does anyone have any first hand experience in getting the compensation?
  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    2 years ago

    You are still due the compensation if you cancel, but there's no need to cancel. Do whatever you want with a new provider, let VM install, and then cancel within 14 days.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Yep. Keep it running until VM install or cancel.

    They are likely to dispute the compensation, but with a clearly argued case should convince the Ombudsman.   You'll get support on here from users who have been through this. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi yuresh, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there has been a delay in your installation. Once the account is either cancelled or installed, it will be assessed to see if you're eligible for automatic compensation. 

    If eligible, this will be paid regardless of whether the account is active or not. You can read more about the Automatic Compensation scheme, along with the eligibility criteria here. 

    Let us know if you have any further queries or questions. 

    Thanks,