2 week installation delay

[bluesmartie007]

<span;>Ok, I'm sure this has been posted already, but I'm honestly at a loss what to do next. My broadband installation was due on the  15th Jan, between 8am and 1pm. The engineer didn't show. I called and was told it had moved to 1pm to 6pm as external work had not been done. I said that this work has still not been done, and that the progress on the app is still showing it needs to be done. I was assured it would be, and told to wait in. The work wasn't done, and the installation date changed to 29th, 8am to 1pm, with the preparing the property moved to the 28th. I was notified of none of this. There has been zero communication. I called up customer service again, and in that time the appointment changed to 1pm to 6pm, again no notification. I discovered this by checking the app so I was sure of the dates to say to the advisor. The advisor told me they don't have the means to do anything but would escalate the issue and I would be called within two days, and updated.

<span;>Two days pass and I hear nothing. I go on the WhatsApp chat, and I'm told that an engineer will be out the next day to do external work, then in the same conversation I'm told it will be that afternoon and I will get a call within 2hrs. 2hrs pass and I hear nothing, no external work is done, which is no surprise. I go back to WhatsApp that night to be told they are powerless to help and I need to call the number I did on the 15th, in the mean time they will escalate this for a 3rd time. Upto now Virgin have not contacted me in way. They've not notified me of changes or of escalation or of progress or updates. Not one call, text or email. I call the number the next day. I'm told that it will once more be escalated and to expect a phone call with an update in the next 24hrs.

<span;>My current broadband contract has ended, and I'm looking at 2wks without any broadband now. I'm not actually hopeful it will be installed on the 29th. The reason for this is the lack of confirmation/acknowledged of the issue, via any form of communication, from Virgin media. This can only lead me to believe this issue is far from resolved and is set to drag on. I have zero faith, frustrated doesn't even come close. It feels like Virgin media are driving me over a cliff and all I can do is watch  while they tell me they understand, how sorry they are and how they'll escalate my concerns about the cliff edge. All I've had from Virgin is a customer service advisors are repeated apologies and promises to escalate, with no result what so ever. I don't know what else I can do or who I can turn to, I may as well just tell my dog the saga, and be free of the incessant empty apologies from advisors.

<span;>I have also asked about the compensation. It says in the automatic compensation policy, that for every day they delay installation it's £5.85, which over 14 days amounts to £81.62.  Plus £29.15 for an engineer not showing. This amounts to about £110. I have asked repeatedly about this to only be told that it's automatic and will be worked out after installation. On the 3rd phone call I was told I will receive nothing as it's external work that is delayed and this is not the fault of Virgin media, but they can credit my account with £50 as a goodwill gesture. Is this correct?

[_wibble_]

I will have a very similar claim as you do (when I eventually get set up)
As far as I am concerned the contract is with VM, they provided an install date, and any issue they have with 3rd party contractors is irrelevant.
Sorry I can't be of any more help but at this point I would refuse VMs offer and advise them you will taking your complaint to the Ombudsman. 

[jpeg1]

It's NOT correct that they can get out of compensation because of their subcontractor being slow. As _wibble_ says, it's their own responsibility to get the job done when they have promised.  You should refuse any other payment. 

The other excuse they use is an alleged delay in getting permission to dig the pavement. In most cases this only takes a couple of days, and you can check with the Council when they actually requested it. 

[bluesmartie007]

I'm not. So  the letter says to email them if I accept. I am not going to do that. It then goes on the say call this number to discuss other option, the number being that hellish customer services one. Do I need to call these people, or can I just wait for the 8wks to be served and further this to the ombudsman? The latter I'd prefer. 

[jpeg1]

You email back to say you reject their offer and require the correct amount which is (what you have calculated). Your next step depends on their response. 

[bluesmartie007]

There is no way replying to the email can be construed as accepting? I only ask as it categorically says to reply to the email to accept, and call the number to refuse. These people are useless, and I wouldn't put it past them to not even read the thing, and assume it was being accepted. 

[FlockWallpaper]

What you need to do is to call the number as requested and make it absolutely plain that you reject their offer.  if possible record the call yourself, (despite what some people claim, this is perfectly legal and no, you don't have to disclose it upfront), expect it to be a frustrating and pointless exercise.

You then write a letter to them addressed to their Sunderland office, in said letter you include the details, complaint reference and account numbers etc, you make it perfectly clear that you are rejecting their offer, that you have tried to follow their procedures, have made a call to them as per their request, but have found this to be ineffectual and the agent was completely unable help you. You might also want to admit that you have made a recording of this interaction. You further state that you expect VM to pay the full amount of the compensation owed to you and that you expect this to show up in your account within 14 days. If VM are unwilling to do this then you are exercising your right to demand a 'deadlock letter' which under the OFCOM regulations, VM are obliged to provide 'promptly'.

Almost certainly you will receive neither the proper compensation, nor said letter, in which case you wait the required eight weeks from the date of your first complaint and then escalated it to the Ombudsman service. You can use VM's attempts to deny you the compensation by falsely claiming you aren't entitled to it, and any failure to proved a deadlock letter as mitigating circumstances in your claim.

[bluesmartie007]

That is exactly the information I was after. Thank you.