VM engineer no-show, Billing team refuse to compensate

[mathewtaylor]

I was having a long running issue with my broadband intermittently disconnecting (in the end it turned out to be a wider VM issue) - I booked the engineer to come and waited in for them and they never arrived.

According to the automatic compensation rules I should be entitled to approx £25 from them. But despite a lengthy conversation with the billing team and evidence of the appointment booking  - they are point-blank refusing to credit me.

VM are all to happy to charge you £25 if you are not present, so why won't they refund me for their no-show?

[Anonymous]

I think VM are right here in that engineer appointments are cancelled in the event of a wider area fault. I don't think compensation is then due. 

[treeboa]

absolutly appaling company that dont provide, mine went in sat gone, engineer left with a green flashing modem claiming be sorted in a couple hours, 24 hours later after a major run around phoning im told an engineer will arrive monday 12-4, despite seeing the van twice 100 feet from my address and going into two ther address`s  no one called, by this stage over 48 hours none service and crap support, another 2 hours of being fobbed off on the phone with dropped calls im told engineer with vist in 4 days, at this point i lost my temper and told them to get their equipement out and i expect no charges , i have the sales guys number and sent him the issues, apparently his managers taking it up, tbh i have doubts anything will be done, i thought talktalk where rubbish but viirgin is claiming the laurels for that now

[mathewtaylor]

Thankyou for responding. Why do they not then actually cancel the appointment with you, or refuse to let you book one in the first instance?

I had no knowledge there was a wider issue at this point and waited in especially for them to attend.

[Anonymous · Accepted solution]

Looking at the Ts and Cs they should still have given you 24 hours notice of cancellation otherwise as far as I can see compensation is still due. Raise a formal complaint if you are not getting what you are due https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[David_Bn]

Thanks for your post on our Community Forums @mathewtaylor and welcome back to our Community Forums!

Sorry to hear we haven't been able to offer you compensation for the cancelled engineer appointment.

Check out the purple envelope in the top right hand corner for a private message from me, and I'll take a look into this for you.

Kindest regards,

David_Bn

[mathewtaylor]

I had no luck with Billing

So now I tried complaints. They are now saying engineer no-shows for faults are not included in compensation claims. WTAF!

I'm wondering if they are using a chatbot to deal with these queries because the story changes each time you speak with them.

FYI this is what OFCOM state:

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

[Anonymous]

Yeah I have seen a few of these wriggings out of legal obligations with paltry fivers and template fob offs. Hold them to it via a formal complaint. If no progress ask for a deadlock letter and take it to Ombudsman Services. VM can be such shysters and it's the reason why I will be moving on as soon as I have a viable choice. 

[goslow]

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@mathewtaylor wrote:

I had no luck with Billing

So now I tried complaints. They are now saying engineer no-shows for faults are not included in compensation claims. WTAF!

I'm wondering if they are using a chatbot to deal with these queries because the story changes each time you speak with them.

FYI this is what OFCOM state:

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

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OFCOM baseline/minimum requirements are here

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

and update rates here

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

Para 25 of the OFCOM doc mentions that VM does not have to pay if they provide more than 24 hours notice. It then goes on to say VM does not pay if the customer agrees to a changed timeslot on the same day and the agreed change must be recorded by VM - "such agreement must be recorded by the Communications Provider or its agent on its behalf, which may be done by a customer service agent on the phone or by an alternative means"

In VM's own T&Cs at para 20

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

VM seems to have created a mashup of the OFCOM requirements so that VM avoids paying if VM has fixed the fault with less than 24 hours notice of cancelling but updates the customer "on the phone, SMS request or by an alternative means."

So questions would be a) on the date of the failed visit, had VM actually fixed the fault so the tech visit was not required b) did VM update you (by some means or other) that the fault was repaired and a tech visit was no longer required?

Depending on how motivated you are to chase the no-show payment you could ...

Put in a formal complaint to VM (if not done already). This is likely to be fobbed off. Request a deadlock letter. Go to Ombudsman Services for adjudication.

There is nothing in the OFCOM baseline info referring to VM's paragraph 20 terms. You presumably stayed in for a VM visit, which did not happen and VM did not give you 24 hours notice of cancelling, nor any other update of the wider fault.

If so, and you think your case is correct, put in your complaint(s). The process may take time but is free for you. It has been suggested on here that a case to the adjudicator costs VM several hundred pounds.

It would probably just be wiser/quicker for VM to pay you the £26.24 for the missed visit.

[mathewtaylor]

Thankyou both for your advice.

I had to complain forcefully and quote the OFCOM agreement before the advisor finally agreed to pay the full £26.

No apology, no "I got it wrong"  - I think as you stated they are told that the default is to never payout. I suspect this automatic compensation logic is never applied automatically.

Anyway thanks guys, I hope this thread proves useful to anyone else being messed around.