Cannot get outside installation arranged

[boltzmann]

Hi,

So originally the installation was booked for the 17th of June but was pushed back and back with no explanation and then suddenly we were told we needed wayleave from the neighbour. Understandable and so we got the wayleave and permission all sorted out. However, when calling up to get a outside installation to put the cable from the street to the house all that happens is that a site survey person gets sent out. Even the last surveyor that came out was confused and said that someone had requested him to install the cable but he couldn't do it but we would get a email to organise the install. At this point it has been two months and as such it is becoming incredibly annoying.

Any help would be appreciated.

Regards,

Dylan

[goslow]

A tale of woe and bungling which is often reported on here, unfortunately. Keep detailed records of all dealings with VM so you can get the correct compensation as explained here

https://community.virginmedia.com/t5/QuickStart-set-up-and/Virgin-nightmare-re-pre-installation/m-p/...

[boltzmann]

Thanks that's definitely something ill look into. Do you happen to know if this would actually apply in this case since their site says "External appointments that do not require you to be at home are not included within the scheme for missed appointment payments." and "If at the point of placing your order, we’re aware of any additional engineering work required in order to provide the service – such as the premises to our network, it may require third party permissions or permits outside of our control. In which case, we’ll provide a provisional activation date, but we may need to contact you to let you know if we need to confirm a different install date. If we have to change a provisional activation date, this will not trigger a credit under the scheme"?

[goslow]

VM has invented the idea of a 'provisional' installation date to try to reduce the amount of compensation it pays out. In a couple of cases which went to arbitration, and feedback was shared on here, the customer won and the idea of a 'provisional' date was dismissed as VM never made that clear to the customer and kept providing installation dates which failed to happen.

https://community.virginmedia.com/t5/QuickStart-set-up-and/Compensation-awarded-by-CISAS-after-faile...

https://community.virginmedia.com/t5/QuickStart-set-up-and/Compensation-advice-please/m-p/5326587#M2...

You may well be told incorrect or inaccurate information, ref compensation, by VM's agents on the phone. Here the customer was told that Sundays did not count

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Compensation/m-p/5375731

but the customer was eventually awarded the correct compensation when VM was challenged.

There are similar topics on incorrect compensation being offered for failed fault repairs.

The original OFCOM minimum requirements document is here

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

Suppliers are supposed to put together their own compensation schemes based on the minimum requirements. Refer to para 9 and 'the date first confirmed in writing' when VM said they would 'activate' your services i.e. the date from which you might expect to make use of the service. Capture a record of that if you can along with all other comm's with VM. There is no mention in the OFCOM document of the word 'provisional'. Current rates are here

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

Any compensation due has to be credited to your account within 30 days of your service being activated. So, while you are waiting, all you can do is keep very accurate records, in a timeline, of all comm's with VM and all interactions as well as dates, times, no-show visits, failed visits, text messages, broken promises etc. etc.

This will help towards ensuring that you are paid the correct compensation at the end of the process. Unfortunately, VM does not play very straight or fair with some customers who tell their stories on here so you may well have to go to arbitration to get a third party judgement on what you might be due.

[boltzmann]

I really just wish at this point that someone from VM would tell me what is going on with the installation. Are they waiting for subcontractors? Are they waiting for permission (which they don't need)? Has our install just fallen though the cracks? Something else?

Sigh...at this point its past two months and starting to consider if its worth it...

[jpeg1]

No one from VM can tell you about the installation, because once they hand the job over to the subcontractor they lose track of the job completely. 

[boltzmann]

I don't even know if it has been handed over to a contractor since it was originally planned but then they cancelled all of it.

[jpeg1]

Have they told you in writing that the installation has been cancelled? If not, the compensation is still running. 

[boltzmann]

The only info they have sent me about the delays/cancellations.

[Nathan_B]

Hi there @boltzmann 👋 Welcome back to our forum and thanks for your post 😊

Sorry to see there have been some delays to your installation, I'll certainly be happy to take a look at what is going on with this for you.

I'll send you a PM to confirm your details so this can be done.

Regards

Nathan