Virgin Media Community

[Poppyyy]

Having read through some of these posts I am not expecting this to 'just happen' as the info suggests from VM emails.

I had a date in December for install and 2 days before it was cancelled and put back to Feb due to the cable not being in the pipe, even though the houses either side of me have it. No permission problems as they turned up ready to dig the road so that was all in place. 

It's also taken them a month from the guys pulling the wire through to them coming out to do it.

So basically, I would like to try and get some answers from them on here because-again from reading through forum- I don't think I will get far on the phone.

My bill appeared on my account within minutes of the install but no credits.

Thanks for any help from VM with this.

[goslow]

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@Poppyyy wrote:

Having read through some of these posts I am not expecting this to 'just happen' as the info suggests from VM emails.

I had a date in December for install and 2 days before it was cancelled and put back to Feb due to the cable not being in the pipe, even though the houses either side of me have it. No permission problems as they turned up ready to dig the road so that was all in place. 

It's also taken them a month from the guys pulling the wire through to them coming out to do it.

So basically, I would like to try and get some answers from them on here because-again from reading through forum- I don't think I will get far on the phone.

My bill appeared on my account within minutes of the install but no credits.

Thanks for any help from VM with this.

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Are you activated/working now with your VM service(s)? VM has 30 days from day of activation to credit you with any compensation due.

[Andrew-G · Accepted solution]

The automatic compensation has to be paid as bill credit (unless you assert otherwise) within 30 days of the connection going live.  Note that being credited to your account won't necessarily mean that it comes of the first bill within 30 days.

If it doesn't appear, or a smaller amount and it seems they're rooking you, then come back here, the forum contributors can advise on what you do then. 

[Vikki_M]

Hi @Poppyyy 

Thank you for your post and welcome to our community.

I am sorry to hear about the delay with your installation.

I will send you a private message now so we can review the auto compensation for you. 

Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 

[Poppyyy]

Hi, I have seen your information on a few posts, this helps as no idea how it was supposed to work. Also was told about it in the call I had cancelling my installation otherwise I wouldn't have known about it. 

I wasn't expecting it as it seems a lot and when does that happen! But having read up on here I think I should be due it. So thank you for the info and I will update as it goes along.

[Poppyyy]

• Well surprisingly I have had this reply from VM (copied below). it seems to be a stock answer, as well as not really relevant in my case as why would I need an engineer now??

I will be checking on the next steps as given by contributers on here and see if I get any further. I have not replied about the £50 offered either.

Messages....

Re: Compensation for delayed installation not applied

Hi Lezlie,

I have now had a decision.

On this occasion you wouldn't qualify for the auto compensation due to the reason this was delayed.

If you require an engineer installation, we’ll arrange the most convenient date. If at the point of placing your order, we’re aware of any additional engineering work required in order to provide the service – such as the premises to our network, it may require third party permissions or permits outside of our control. In which case, we’ll provide a provisional activation date, but we may need to contact you to let you know if we need to confirm a different install date. If we have to change a provisional activation date, this will not trigger a credit under the scheme.

I have spoken to my manager and although you wouldn't qualify for the auto compensation, we would be happy to offer a £50 credit as a gesture of good will.

Please let me know if you would like to accept and we can get that applied for you.

Poppyyy

25 minutes ago

As you seem to know the reason my install was delayed can you please give me those details? 

I will require exact reasons for the delay and subsequent wait for the service to be completed, given that I was given a date for the engineers and had one team attend the site. 

Thankyou.

[Andrew-G]

Typical lies from VM.  Was that rubbish in response to a formal complaint with a reference number?  If so, reply by rejecting the offer and asking for a deadlock letter, and with the deadlock letter you take the matter to Ombudsman Services.

If it wasn't in response to a formal complaint, then you'll have to raise one, wait for the clowns to fob you off, ask for a deadlock letter.  If they're not competent enough to process the deadlock request (which does happen) then you can involve the ombudsman without a deadlock letter if you're still not happy eight weeks after any formal complaint was submitted.

[Anonymous]

As per Andrew above. 

Poppyyy I agree with you that the response you received reeks of a template reply.

Templates usually go through a bureaucratic process running through concept, composition, and managerial sign-off.

That VM should have one to explicitly and deliberately evade its legal and regulatory duties around payment of automatic compensation is as appalling as it is, sadly, unsurprising.

As you say, so routine and casual has this evasion been that they didn't even bother to customise it for you.

Was it the VM forum team who sent it or the complaints team please? 

[Poppyyy]

Hi, thanks both.

That was a private message on here from their response to my first post.

I will reply to refuse the money. I will email a formal complaint outlining everything up to now and see where it goes from there. 

I wasn't expecting a miracle, but as stated, not even bothering to edit it to fit me is just lazy. 

Thanks again for advice and I will update on here as I go along.

[Ashleigh_C]

Hi there @Poppyyy thank you for updating the public forums and we are so sorry to hear you are feeling let down by the teams response. 

I can see you are in a PM already with an agent, please do continue to speak with the agent and they will do all they can to help.