10 months later and they have finally laid wiring and credited me £1070

[09loopy0]

So... Placed an order around March (or was it February?), kept getting delayed and then early November I made a complaint and by the end of November they pushed the installation. Finally they laid the wiring 😁

Now for the annoying part - They told me they would connect me on the 24th November, on the 23rd I received a "delayed installation" emailed so I decided to go out of town. Then on the 28th November the complaints team contact me to say I wasn't there when they came to install on the 24th...

They have credited my account £1070 but I don't think that includes the November month, they consider it my fault they couldn't install despite them emailing me saying they could not install until December.

Not too annoyed, free broadband for a long time and I got cashback on it!

Anyone know if I can transfer the credit between accounts? I found a new deal online for twice the speed with Virgin w/cashback, figured I'd get that and just have the credit pay for it all for a few years.

[Jodi_S]

Hi 09loopy0,

Thanks for the update. We're pleased to hear that you have been credited for all the inconvenience caused. Can we ask if the credit was placed on your Virgin Media account, or was this a credit directly back to your bank?

Kind regards Jodi. 

[09loopy0]

Hey Jodi,

The sad part is that it's not actually all the credit, they've significantly shorted me. The credit was placed on my account that I have no access to.

Not sure if you can help with that but on the 23rd November I lost access to my account, this is also the day they sent me the final "delayed installation" email despite them coming on the 24th after saying they had delayed it, the 24th to which I had not been there because they said they would not be there. Now there are two problems:

1. I received an email saying they've began billing me from the 24th November, it isn't even installed, so now they are using my credits for no product.

2. I have no access to my account, it looks like someone at Virgin accidentally clicked the wrong button. Whenever I go to login it says there is missing information from my account. I was previously able to log in.

Can you or anyone help? I'm actually in another country, I was talking to their complaints department through email but they just keep telling me to call. I'm on a long trip until February (I left end of November) so I've been billed 2 months to my credits on my account with no service.

I'd also like to arrange the final installation date while I am abroad, this way I can have it ready for when I move in.

[Andrew-G]

"They have credited my account £1070 but I don't think that includes the November month, they consider it my fault they couldn't install despite them emailing me saying they could not install until December.

Not too annoyed, free broadband for a long time and I got cashback on it!

Anyone know if I can transfer the credit between accounts? I found a new deal online for twice the speed with Virgin w/cashback, figured I'd get that and just have the credit pay for it all for a few years."

If you deferred the install during November then they're not liable for compo during that period.  However, if they deferred the install, then they should be liable.  Raise a complaint.  That will be fobbed off, you then then escalate to Ombudsman Services.  If VM insist that the November delays were permit or legal delays, make sure that any complaint to the Ombudsman is clear that VM had ample time to resolve any access or permission issues during the previous eight months. 

I think the only way of "cashing out" a credit is to close your existing account, which has certain inconvenient aspects and almost certainly exposes you to early termination charges of around £290.  Maybe the better deal you've seen gets you bigger savings, but if you close your existing account then (a) it would take a month or three before you get the cheque from VM, and (b) the company insist that you're not eligible for new customer offers unless you've been disconnected for 90 days.  There have been a few reported exceptions to that 90 day rule, but there's no guarantees and no right of appeal if you don't like their decision.

[Ashleigh_C]

I'm so sorry to hear that this happened @09loopy0 and thank you for popping back to us. 

I'd be happy to take a closer look into this with you via a PM, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you