Compensation

[FFargo]

Hello, My name is Fargo. I'm new to this forum.

I signed up to VM as a new customer on the 01/12/2022 and was given an install date of 29/12/2022, it was cancelled by them as was the next two installation dates in March 2023, finally they completed the installation on the 12/06/2023. VM have told me that I am only entitled to one payment of £26.24 for the first cancellation. I thought I was entitled to payment for three cancellations, can anyone advise me?

Also, I waited 165 days (29/12/2022 to 11/06/23) for VM to complete the install and VM have told me they do not pay compensation for Sundays, which equates to 24 Sundays. VM has calculated they owe me  £775.39 for 141 days. is this correct? Can someone advise me about non payment for Sundays and how much per day is the rate of compensation is?

Finally do I have to accept this compensation as a credit against future bills or can I ask VM to pay the amount into my bank account?

After speaking to VM i am totally frustrated and confused.

[goslow · Accepted solution]

You need to have a good read through the OFCOM document here

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

and updated rates here (April 2023 onwards)

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

The rates change every April and previous rates were

Financial year 2022/2023 Total loss of service £8.40/day, Missed appointment £26.24/incident, Installation/activation delay £5.25/day

Payments for missed appointments apply if VM fails to give you 24 hours notice of the cancellation.

Not paying on a Sunday is made-up nonsense by the VM person on the phone (which happens a lot, as reported on here). Refer to para 10b above which says 'calendar' days.

So, taking your description at face value you might total up (some very quick, back-of-an-envelope 'best-case' figures) and assuming 29/12/22 for your first activation date confirmed in writing.

3 missed appointments at £26.24 = £78.72

29/12/22 to 31/3/23 = 93 days at £5.25 per day = 488.25

1/4/23 to 11/6/23 = 72 days at £5.83 per day = £419.76

Total = £986.73

Adjusting the above for the missing 24 Sundays, it agrees with VM's offering

As the missing Sundays debit is wrong you will have to complain to get them added. If VM refuses to do that after a formal complaint then you would need to escalate to arbitration

https://www.ombudsman-services.org/

[Tom_W1]

Hi @FFargo thanks for your post here although we're sorry to hear of the concerns you've raised surrounding your delayed installation. 

Regarding automatic compensation, please see here for the full guidelines.

Usually, the automatic compensation is applied to a customer's bill once the services are activated and working, if you do have any further queries once your bills are produced then please let us know.

Many thanks

[FFargo]

Hi goslow,

Thank you for your prompt reply the valuable information/calculations and advice.

Also, do I have to accept this compensation as a credit against future bills or can I ask VM to pay the amount into my bank account?

Fargo

[goslow]

I think you should speak to the arbitration service

https://www.ombudsman-services.org/

for advice about how you can receive payment. The OFCOM document is not clear on the providers' obligations other than to say a bill credit has to be one of the options. VM should apply any credit within 30 days of your service being activated.

[Tom_W1]

Hi @FFargo thanks for your further replies here.

We have responded with the appropriate information here, given the link too so can you please review this and let us know if you have further questions?

Many thanks

[Cardiffman282]

Take them to Ombudsman Services. 

The "no compo for Sundays" lark has made my day.

Remember this song?

Oh, you can kiss me on a Monday
A Monday, a Monday is very, very good
Or you can kiss me on a Tuesday
A Tuesday, a Tuesday, in fact I wish you would
Or you can kiss me on a Wednesday
A Thursday, a Friday and Saturday is best
But never, never on a Sunday
A Sunday, a Sunday, 'cause that's my day of rest. 

[FFargo]

goslow,

Once again thanks for your help and valuable information. I will now pursue the matter and post the out come as once I get a response from VM.

Fargo

[Martin_N]

Were you able to check out the link provided by my colleague?

^Martin

[FFargo]

I will be checking it out next week.