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helenv's avatar
helenv
Joining in
17 days ago

Technician hasn't turned up

I have had 3 appointments made with engineers ,and all 3 were no shows!!

I had no contact from anyone at Virginmedia, spent a long time rearranging each new appointment. There should have been one today ,again no show!

Rang up again, took ages, eventually spoke to someone telling me engineer had been!! He hadnt as he needs access to my flat, I want cable rerouted through wall as at the moment is going through window frame!!I am having or hoped to have a new window installed!!

I have had no compensation and the customer service know very little. 

I would hope that someone from Virginmedia would reach out to me, as I am so fed up of the whole thing. I cannot install the window until this happens!!HELP!!

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  • carl_pearce's avatar
    carl_pearce
    Superstar
    16 days ago

    Well, if the above and the below statement is accurate, you are owed £93.57 so far:

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    We’ve missed your appointment

    If we promised to be with you on a particular day and we don’t turn up that day, or cancel with less than 24 hours’ notice, we’ll automatically apply a £31.19 credit to your bill. Worth remembering, we also try to give you an idea of the time our engineer will visit. We try our best to meet our appointment times, but these are for guidance, although we’ll always try to get in touch if something unforeseeable stops us. If we arrive outside of these guidance times, this will not trigger compensation if we do arrive during that day. We also need someone over 18 to be in. Naturally there are a few exceptions and rules around these scenarios. For more details and information on what you’re entitled to, visit our Terms and Conditions page.

     

    • Anonymous's avatar
      Anonymous
      16 days ago

      In theory the compensation is automatic, ie it is just added to your account as a credit, in practice this won't happen and you will need to pursue it. In extremis, you escalate to the Ombudsman Service for adjudication and they order VM to pay you the money.

      • helenv's avatar
        helenv
        Joining in
        16 days ago

        Thank you, whenever I get through to speak to a person, after the rigmarole of pressing this or that number,they have never mentioned compensation. The customer service is so bad ,trying to actually speak to a person is almost impossible and I find it so frustrating! I managed to fill in a complaint form ,and got an automated response saying that it will be dealt with within 28 days!!