Delayed installation - Construction and Compensation

[shinycharizard]

Hi,

I signed up for the highest package back in Nov for an install in Dec 2023.

It was delayed a few times each with them cancelling the install just days before it until we reached March.  In March the engineer didn't turn up and no-one rescheduled anything.  Upon calling they tell me my home was deemed 'unserviceable' and they're sorry for not informing me.
I don't have any confirmation of this despite requesting it numerous times.

I then do a huge amount of calls and investigations to find it was deemed 'unserviceable' because there were gas works outside.

I manage to get a UK based 'spotter' by talking to the UK sales team.  They send a chap who confirms it's all good now but informs me to sign a new contract via email.
I do this and the install is booked in install for a few weeks later. However, the same delay process happens which each date being cancelled and moved just before they should connect us.

Now i'm nearing 6 months since I signed up, and I have three unknowns I'm hoping someone can shed some light on.

1. How do I contact the construction team / Avoline (they have only called back once despite numerous requests) to find out if/when the external works will be complete?
2. Has anyone had successful compensation via the Ofcom automatic compensation scheme or does VM try to use their invented 'provisional install date' to try get out it?  I understand this is due, even if you cancel the contract and go elsewhere - and can be a cheque rather than credit.
3. Has anyone done a subject access request and got the voice recordings sent to them?  I've initiated this already to cover myself as VM have consistently lied to me over the phone and ensured me that it will 100% be installed on 'x date', or the works will be complete, or some other lie.

I'm really worried about their operations team as the service is just terrible, and I haven't even joined yet!

Thanks,

[goslow]

You should be eligible for compensation for the first failed install (Nov '23 to Mar '24). You should also be eligible for the second install if this too is in delay. In answer to your questions:

1 The number for installations is the pre-installation and delivery team on 0800 052 1734. However, those taking calls seem unable to change/influence anything about your installation. They simply relay the next date that pops up on their screen. This can often be an automated rolling date showing the day you make the call and the call handler will 'guarantee' someone will attend but, time and again on here, there is no reliability to this and usually no one turns up. Generally customers can't make contact direct with the installation sub-contractor. In some past topics on here the customer has made progress via the sub-contractor but this normally seems to happen by random luck when the customer happens to bump into the 'right' person from the sub-contractor on site to make things happen.

2 Topics on here regularly describe VM trying to dodge paying out the required compensation. It is normally the case though (from past customer feedback on here) that when the case is heard by the ombudsman the customer gets a fair hearing and the compo is awarded. Key to success with the ombudsman seems to be keeping an accurate and detailed record of events (with evidence) so the adjudicator can easily follow the sequence of events that has taken place. The compo is due even if the customer or VM cancels. I believe it is possible to request payment by cheque rather than credit. If you are due compo but never actually become a customer then you are paid by cheque.

3 VM has been taken to task in the past by the ICO for poor handling of DSAR. Topics on here regularly mention difficulties getting any/all of the information requested in a timely fashion. Usual advice would be to record any calls to VM yourself if you can.

[shinycharizard]

Thanks for the reply.

I was forced to take holiday on Wednesday as trying to WFH whilst tethering didn't cut it. So now I have ordered Now TV over phone line as a back up and they're installing on Friday. The whole process for this Sky sub brand seems to be much better than Virgin media already! It's just such a shame FTTP isn't here yet on BT lines.

In regards to SAR I'll have to submit my own as I haven't even got a confirmation yet from VM they are on the case.

[John_GS]

Hi @shinycharizard 

Thanks for posting and welcome back to the community. Sorry to hear of the install delay and also the issue around the property being a non-serve.

How to submit a DSAR can be found here - https://www.virginmedia.com/

I'll send you a PM though to investigate the install.

Best wishes.

[shinycharizard]

UPDATE

• No Virgin Media installation still.
• VM installation engineer turned up and said nothing to connect to as pre-work was not completed. Missing the 'T' in the road/box to connect to.
• Avoline appointed subcontractor marked pavement on wrong side for where T would have gone.
• Virgin media spotter, field sales, and installation engineer all day it should be straightforward, yet Avoline still not completed work and just wasting everyone's time and money.
• Compensation offered but only covers about 1 month or so out of 6 of delays.
• Was told field managers were looking into this as seemed like an issue with cost.
• There is no physical or sensible reason cost would be an issue as the cable is about 5m away and there are no complexities such as rights of ways, funny roads, legal issues or permits, and I have confirmation from council they already have the permit back in March. My suspicion is that Avoline didn't make use of the permit to do the works and don't want to pay again, or that the whole process is so inefficient that any failure on their side scuppers the whole thing.
• Was told I would get a reply after Monday but still not had one despite chasing.
• Did a SAR to get the recordings and data on me but not yet been fulfilled, despite being promised.
• Currently thinking I need to raise to ICO as well as Ofcom for multiple breaches, but would rather just be connected...

[shinycharizard]

Credit where it is due though .. John the guy in this thread was actually getting things moving and was proactive.

But he hasn't replied in a week and I'm hoping he's just on holiday as he was the only one who cared.

Also the VM ratings /feedback won't let you give a specific team member kudos and is rather for the whole thing annoyingly. So as much as I appreciate John, I don't want to rate VM highly.

[John_GS]

Hi @shinycharizard 

I did reply at 1.06pm yesterday 🙂

Check the messages icon should be top right handside.

Best wishes.

[shinycharizard]

Hi John 

Thanks for the reply.  The message said the house was deemed non serviceable due to costs.

Please could you provide details of evidence of this?

Noone who has visited (including the Virgin Media Engineer) would have said this, so I am dubious about the status and please request a reason why.

Thanks

Aaron

[John_GS]

Good morning, Aaron. Apologies I was not over the weekend. 

The report just states reviewed the cost of the construction work and due to costs it's now a non-serviceable property.

John

[shinycharizard]

Hi John,

Is there anyway to get some details on this?

Because a spotter and field agent visited and confirmed it is serviceable. Even the engineer said there didn't appear to be any reason why it wouldn't be.

The council confirmed they issued the roadworks permit in March, which was closed a day early.  Therefore, Avoline just didn't do the construction when scheduled and now don't want to get a permit again.

Also, they estimated incorrectly as they marked the T / junction box on the wrong side of the driveway, the Virgin Media Engineer had to mark it on the correct side!

Please see the photo that illustrate how simple this install is!