Delay in service

[lindaegley]

My service was arranged for install 30/06/23. The engineer attended and was unable to complete the install. Some issue on external fix. Arranged for this to be sorted on 01/07/23 and assured me my service would be up and running after this. I spent the whole weekend on to customer services, constantly being assured that a technician would call me back. No call. I called again 03/07/23 and an engineer was arranged for 05/07/23, I was informed that if no one was at home I would be charged. I explained about all my issues over the weekend and  again was reminded that the charge would apply. 
I have since contacted the customer service department as I felt that I was due compensation. The call handler agreed that I was due this as I was without service for 6 days. 
She also advised that a goodwill payment would be applied to my account. This £15 has been applied but I’m still awaiting any further compensation. 

[Sabrina_B]

Hi @lindaegley 👋.

Thanks for reaching out to us. Apologies you are having issues with your delayed installation. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

 

[goslow · Accepted solution]

There are regular reports on here of VM CS agents offering lesser goodwill payments than what should be paid out under the auto comp scheme.

If your activation date was 30/6, and that failed, you get an initial payment for that of £5.83

You then get a further payment of £5.83 for each full calendar day until you are activated.

If you were activated on 5/7 your calculation would be

30/6 £5.83 for the failed activation
1/7 to 4/7 inc 4 payments @ £5.83
5/7 Service activated

5 payments at £5.83 = £29.15

If I have not understood the timeline correctly, adjust accordingly.

Nice of VM to offer you a £15 goodwill payment but they also owe you £29.15 under the auto compensation scheme. This should be credited to your account within 30 days of your service being activated.

[lindaegley]

Thank you very much. You have the timeline spot on 

[lindaegley]

Hi Sabrina,

I am unable to  join a private message. I don't appear to have the function. I have found your DM and responded