I recently got connected to virgin, but it was a pain to get to this point. I had the self start package, couldnt get it started so technician came. He couldnt fix it as he said there was some work needed. 3 missed appointments later and 2 other visits later it was connected. In between this period i was charged a full month but i didnt have Internet for a full month.
Would this not come under the total loss of service?
Or even missed install date from first technicians visit?
I have chased but have been credit £58 but this seems ridiculous. How i can be credited £8 for a days total loss and not the others? There was a manager good will of £25 but no compensation for the full month i paid without Internet.?
Alternatively you can raise a formal complaint with VM asking for better compensation or a "deadlock letter", that will probably be rejected (some complaints appear to be lost of closed without any useful outcome), but if you're still not happy then regardless of what outcome the complaint then with the deadlock letter you can immediately escalate to the arbitration service CISAS. Without a deadlock letter you can still go to CISAS, but you have to allow eight weeks from VM receiving the complaint.
Taking a complaint to CISAS involves a certain amount of effort and perseverance, and their deliberations take time, so give that some thought before committing. Also, if a complaint is raised with VM, then the company can't respond to you about that matter, it all has to go through CISAS.
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