18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"

[AMAMM]

I ordered Virgin Media in January 2022 since then they have cancelled the installation appointment 27 times, stating additional work needs to be carried out. 

I have lost count how many times I have contact VM and got no where trying to find out what is happened.

During this period I have been out of contract with BT ready to connect with VM, which has meant I have been paying more than I should be for the service I receive.

I have spoken to the countless engineers that have turned up from Avonline, who confirmed months ago they have cleared the breakages/blockages and I should be connected soon.

I have received 21 texts making sure I will be in between 1-6pm when the technician comes to connect the line, I have had to rearrange my schedule in order to do this, but  a couple of days before, the appointment is cancelled. 

I received an email from VM on the 15 May 2023 stating "We're sorry to say that things haven't exactly gone to plan and we can't bring Virgin Media to your area." Whilst sending me yet another email for an installation on the 19 June 2023!

VM have kept me waiting for 18 months and then send me this email, no mention of the automatic compensation after waiting patiently for 473 days.

I have posted this message because I am at loss as to what to do, I am very frustrated at how VM have handled this, no one at VM has been able to help just telling me to wait for the next appointment.

How do I get VM to pay the automatic compensation which OFCOM state should be paid at a rate of  "£5.83 for each calendar day of delay, including the missed start date".

Every time I ask VM about this they say compensation will be paid once they install the service. But now I have received an email stating this is not going to happen what should I do?

Any advice gratefully received.

[AMAMM]

I wanted to add to my post in case it helps others. 

I lodged a complaint with the Communications Ombudsman.

I had to provide them with over 50 emails and text messages I had received from Virgin. 

I eventually received automatic compensation from Virgin Media (however there was nothing automatic about it) of 549 days @ £5.05 per day less 6 days the local council took to issue permits to Virgin.

Virgin Media initially responded with "The scheme does not compensate for permit delays". I contacted my local council Highways Department and they provided me with a comprehensive repost showing the days Virgin were issued with a permit, total 6 days.

Virgin initially send a cheque for £175.69 the Ombudsman chased for the balance of the money, Virgin then sent another cheque which wasn't the full amount. The Ombudsman had to go back to Virgin again and finally they paid the total "AUTOMATIC COMPENSATION".

My message to anyone that has been given the run around by Virgin is not to give up, use the Ombudsman but you will have to pursue your claim until they pay up.

Hope this helps.

[jpeg1]

Very well done for persisting with this. They never make it easy.

[Jonny-M]

That's an excellent result, serves as an example to other people in the same situation not to give up.

[jbrennand]

Just to be clear...my maths (549 days @ £5.05 per day less 6 days) say that VM paid you £2,742.15p in compensation.

Is that correct?  If so I think that's a new record on these fora 😎

[AMAMM]

Yes that is correct, they deducted 6 days for the permit requests.

[shinycharizard]

Well done for pushing through and getting what is fair and rightfully owed to you for them peeing you about for so long.

BUT DID YOU GET CONNECTED?