Delayed installation

[chriswheeler]

Installation was due start of January, it was delayed until end of Feb. Was told mid Feb that the install will be delayed again and wasn't given a date but was told it would be 4-6 weeks, 4 weeks later and I haven't heard anything else...

[chriswheeler]

Can you tell me when I’ll receive the deadlock letter I requested two months ago? 

[goslow]

You must be past the 8 week criteria by now to allow you to go to arbitration anyway.

Simply include all the details of the failure to provide the deadlock letter as an aggravating factor in your case evidence.

[chriswheeler]

This saga has now come to an end with the Communications Ombudsman confirming that the original provisional date wasn’t a provisional date. I will now be receiving the correct amount plus a good will gesture for the delay. 

The communication ombudsman clarified that because Virgin Media give a time slot that means it’s a committed install date despite them stating that it was a provisional date. The goodwill gesture is due to the delay in sending the deadlock letter and was to a value of £30. So over £900 in compo that I’ll receive. 

it was clear that this was only going to end in one way and I’m glad it’s now resolved. VM’s conduct during this whole process has been a disgrace and I would like people to know how much of a horrible company they are, please be wary if you choose to go with VM.

[goslow]

A good an just outcome for you. Well done for seeing it through and feeding back on here.

From feedback about ombudsman cases on here, the ombudsman does not seem to be that consistent on how the 'provisional' date claim by VM is interpreted. For some it has been thrown out and for others the ombudsman has given it some consideration is assessing the compensation.

Glad to hear that it was dismissed in your case.

[chriswheeler]

Virgin media disputed the resolution that the Ombudsman granted, today the Ombudsman rejected their dispute so the matter is now put to bed and I will receive money from the original install date. I lot of persistence required to reach this point but I feel it’s everyone’s duty to hold them to account regarding something they have chosen to sign up to. 

[Ilyas_Y]

Hi there @chriswheeler, thanks for updating us. 👋🏼

I'm sorry to hear that it had to go to the Ombudsman for the issues to be resolved.
I am glad to hear that you are happy with what the Ombudsman has proposed.

Reach out to us fi you need anything else and we'll asssit.

Kind regards,
Ilyas.

[chriswheeler]

I don’t believe that any one at VM are sorry, everything has been incredibly difficult to get resolved. 

VM had ample opportunity to be helpful and sincere, unfortunately VM tried to repeatedly wriggle out of the requirements of the Auto compensation scheme, which isn’t auto because I’ve had to pester VM for it for 5months. 

I’d like to warn future customers that compensation payment will not be as easy as it should be or as easy as VM claim it will be. 

[chriswheeler]

Today I received a cheque for £262, the ombudsman advised that I should receive 150x £5.89 + £30 which is £913.50.

Please rectify this ASAP, if the correct cheque is not received by 30th Nov which is the date instructed by the ombudsman I’ll be issuing a letter before action prior to a claim via the small claims court.

[Zoie_P]

Hi @chriswheeler, 

Thank you for your post and I am so sorry to hear this, I can take a look into this to see what has happened.
I will pop you over a PM, just keep an eye out for the little envelope 👀📩
Thanks,
Zoie