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:
OFCOM baseline/minimum requirements are here
and update rates here
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
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.