My installation was delayed 83 days from the initial install date (was moved 4 times).
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Installation-Delay-Nightmare/td-p/5...
However, I was given 8 days credit (based on the last date it was moved to) based on automatic compensation scheme.
I put my case forward to the Communication Ombudsman and they ruled in favour of Virgin media as at the time I took the order I had signed up the "install date was provisional" as indicated in the contract summary sheet which they presented.
So I'm pretty sure anyone who signs up will initially get a provisional install date (which is fair enough) but one which can be moved endlessly for whatever reason seems a bit unfair if you are tied down to contract and probably subject to cancellation admin charges - which is seems so unfair.
I do have a question though regarding the 14 day cooling off period - which I did query with the case handler - given that in the terms and conditions:
"If you wish to cancel your Virgin Media services you have FOURTEEN days from the later of:
(i) the day after the delivery of the equipment;
(ii) the service start date; or
(iii) the day you receive your contract.
By approving your order, you are also agreeing to your services starting as soon as possible"
The case handler said that the 14 day cooling off period would only begin on the day the service starts regardless.
As I received the contract on day of the order would somebody be able to clarify (for future reference - it would help to decide how to proceed if fallen foul again to ongoing delayed installations):
Would additional charges be incurred (e.g.. admin charges etc. like you get with insurance companies if you cancel within the so called 14 day cooling off period).
1. If I cancel the order before the first provisional install date if it was was more than 14 days ahead of the order date?
2. If I were to cancel the order any time if the provisional dates are moved forward?. Bearing in mind you'll get first get notified that there is a delay, then be given a install another install date each time (how will the cooling off period apply here?).
Hopefully my case may be able help others how to proceed if they are unfortunate to face the same situation I did.
Perhaps its the luck of the draw on the case handler I got - but nevertheless I am aware that the communications ombudsman are funded by the providers who'd join the scheme - I can't help but notice the similarity of the appeal process for private parking tickets ie. after disputing with the parking operator - the appeal process goes to an organisation which is funded by the same parking companies (and success rate are not too good for the motorist!) but I let you draw your own conclusions.
