Forum Discussion

shinycharizard's avatar
shinycharizard
On our wavelength
2 years ago

Delayed installation - Construction and Compensation

Hi,

I signed up for the highest package back in Nov for an install in Dec 2023.

It was delayed a few times each with them cancelling the install just days before it until we reached March.  In March the engineer didn't turn up and no-one rescheduled anything.  Upon calling they tell me my home was deemed 'unserviceable' and they're sorry for not informing me.
I don't have any confirmation of this despite requesting it numerous times.

I then do a huge amount of calls and investigations to find it was deemed 'unserviceable' because there were gas works outside.

I manage to get a UK based 'spotter' by talking to the UK sales team.  They send a chap who confirms it's all good now but informs me to sign a new contract via email.
I do this and the install is booked in install for a few weeks later. However, the same delay process happens which each date being cancelled and moved just before they should connect us.

Now i'm nearing 6 months since I signed up, and I have three unknowns I'm hoping someone can shed some light on.

  1. How do I contact the construction team / Avoline (they have only called back once despite numerous requests) to find out if/when the external works will be complete?
  2. Has anyone had successful compensation via the Ofcom automatic compensation scheme or does VM try to use their invented 'provisional install date' to try get out it?  I understand this is due, even if you cancel the contract and go elsewhere - and can be a cheque rather than credit.
  3. Has anyone done a subject access request and got the voice recordings sent to them?  I've initiated this already to cover myself as VM have consistently lied to me over the phone and ensured me that it will 100% be installed on 'x date', or the works will be complete, or some other lie.

I'm really worried about their operations team as the service is just terrible, and I haven't even joined yet!

Thanks,

22 Replies

Show More
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    If you have received a deadlock letter you can now go straight to the ombudsman without further delay.

    Prepare your case carefully with every single contact with VM in date order, and your calculation of the compensation due.  You could also add a modest amount, say £100, for the time you have spent in preparing the claim.

    Good luck, and let us know how it goes. 

  • shinycharizard's avatar
    shinycharizard
    On our wavelength
    9 months ago

    JUSTICE (sort of) SERVED!

    So of course the communication obudsman ruled that the complaint would be upheld and that Virgin Media owe me compensation, acted poorly etc.

    Unfortunatley however, Virgin Media sent a dubious looking screenshot of an email saying the services were cancelled (despite follow up communication stating it's still coming), and the obudsman have to use those dates.

    It's dubious because I didn't recieve bit, and when asked for evidence of bit, they sent only a screenshot and didn't even spell their own email correctly (they spelled it virgin Nedia)! but the obudsman said that even  fthat seemed dodgy to me, or could have gone to junk, they take it in good faith.

    So basically, they said I am owed around £500 in compensation and a letter of apology.

    In typical Virgin Media fashion, they sent me a cheque for the wrong amount, and then when i try to call customer services to get the remainder sent via cheque they either hang up (India team), or they ask to raise a new complaint.  I am still waiting for the remaining balance as well as the appology letter.

    Furthermore, as I did a DSAR and didn't get this suposed email with my PII in it, but they sent a screenshot of this to the obudsman, they have failed to follow the data privacy laws too. I did of course email the DSAR team advising them of this but again in typical VM style, no reply.  I have no choice but to raise this to the ICO.

    Companies can be charged up to 4% of global revenue when they don't follow data privacy law. I know it won't be that much but the seriousness of this issue needs to be felt by management clearly.

    Good luck to any others who Virgin Media are trying to shaft, and I hope my experience and others gives your the courage to fight them for justice!