@Lordgilmour wrote:
Hi everyone, I signed up in April and had an initial install date of 31st May.
2 months later and 3 promised install dates later. I am finding Virgin has zero control over their outsourced outside work company, and that their agents repeatedly break their promises - 4 promised callbacks with only 1 that actually happened.
I don't mind a delay but I get the sense that this will never ever get resolved and the auto compensation scheme does not apply where outside work needs to be done first.
Frustrating thing is 3 others on my street of 12 houses are already with Virgin and it's working well else I would have given up long ago and went elsewhere. So my street is set up, it's just a complete failure of Virgin administration.
Any advice?
Well firstly, who told you that the compensation scheme doesn’t apply ‘if outside works need to be done first’? Oh wait, don’t tell me would that have been one of VM’s ('every one is trained to the same high standards’) customer services people in some remote call centre, on whatever passes for minimum wage there?
It was, wasn’t it?
Hint: complete and utter rubbish - in fact a VM agent (they aren’t actually VM employees), deliberately giving false information in an attempt to deprive you of your due compensation - sort of thing that OFCOM might be interested to hear about!
As of now, you are entitled to some £5.80 for each and every day past (and including) 31st May until they connect you up - or don’t, but you are still entitled to it!
Your other point regarding Virgin having zero control over their outsourced contractors, is, however, spot on! And that’s exactly how they want it to work.
The most common BS excuse trotted out is ‘waiting for Council permissions’, so it’s not our fault and hence no compensation for you. Technically, they have a point, without proper permission, then it would be illegal for them to dig the road up and hence not fair that they should have to pay compensation in that case - however, there are numerous stories on here where this has been given as a reason, but when the prospective customer checks with the local authority, they find that either; no request has ever been submitted, or a request has been submitted, it has been granted within 48 hours (a fairly normal turn-around time for this sort of thing), but that the contractors simply didn’t do the work within the timeframe permitted and it lapsed - rinse and repeat!
In cases like this then, yes, VM are absolutely liable to pay compensation for the missed time, not your fault if they decide to use the cheapest and least competent contractors, is it?
