MSE £100 Bill Credit and Compensation for delayed installation

[BPat1]

Hi,

I'm a new customer and signed up via money saving expert with an offer of £100 bill credit added to my account. My installation date was due on 13th May 2024 but was delayed back to 28th May 2024 as they could not finish the pre-installation works. When I rang customer service I was told that I will be compensated for the 15 days delay as I had to rely on temporary broadband via my mobile.

My first bill is set for 21st June but does not mention the £100 MSE credit or the compensation payment. I rang customer service as well as had a live chat about this issue on 29th May (Wednesday). The live chat support mentioned that the £100 MSE credit will be in my account within 24 hrs and offered me £15 compensation for the delay which I did not take up. So I was asked to ring the pre-installation team who mentioned that my account was not fully active and I had to wait for another 48 hrs before they can look at my compensation claim.

Can someone from the VM team help me with the following:

1) £100 MSE credit - when will this be applied to my account as I was told it will be applied 24hrs from 29th May and it still hasn't. I have attached the email from Virgin media confirming the £100 MSE credit.

2) What compensation will I be provided for the delay in broadband installation? Virgin Media automatic compensation (https://www.virginmedia.com/help/billing-and-payments/automatic-compensation) mentions "£6.10 per day if we don’t install your services on the promised day until installation’s completed". So that works out to be 15 days x £6.10 = £91.5. Why was I being offered £15 instead of the correct £91.5?

Kr

BPat1

[goslow · Accepted solution]

In answer to your second question on compensation, the compensation starts if VM fails to 'activate' your service on the 'date initially confirmed in writing'. VM has a range of dodges to try to avoid paying what is due (the most common ones claiming dates were only 'provisional' or trying to blame delays on 'council permits'). Another common tactic is for VM for offer a 'goodwill' payment for a delay which is much less than the compensation due.

Unfortunately customers often have to go to the ombudsman to get paid what is due via this process

https://www.commsombudsman.org/our-process

The most recent example of that is in this topic

https://community.virginmedia.com/t5/QuickStart-set-up-and/VM-trying-to-worm-out-of-agreed-compensat...

Under the compensation rules, VM has to credit your account with any compo due within 30 days of your service going live.

[BPat1]

Thanks Goslow. Would be good to hear from VM VM customer service.

[goslow]

You should get a reply from the VM forum team on here in due course, usually within a few days.

[Daniel_Et]

Hi @BPat1 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel