Does automatic compensation apply to me?

[happyclover]

Hello,

So here's the story: Ordered quick start, it arrived but there was no wall socket. An engineer came, checked, there's no cable. I had an appointment this week to get everything fixed, but it was cancelled and moved to end of January. And received 26 quid in credit.

I called Customer Service, they said that automatic compensation doesn't apply to me, although:

• £5.25 per day if we don’t install your services on the promised day until installation’s completed

So where's the truth?

Thank you 

[goslow]

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@happyclover wrote:

Hello,

<snip>

So where's the truth?

Thank you 

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Not in any of the information you have been given thus far, I'd suggest.

If you view VM's own T&C's at para 6, a failed 'Quick Start' installation is actually counted by VM as a loss of service at the higher rate of £8.40 per day.

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

You get the compensation whether VM fix the fault, and complete your installation, or not.

VM has two clear working days to fix your fault. If they fail to do that, you get an initial £8.40. After that it is £8.40 per calendar day under VM's scheme.

Start keeping detailed notes of all dates/times/contacts with VM and all of their blunders and failed promises to deliver your services. Also note when you received your 'Quick Start' kit. All of this is important to make sure you get the correct amount of compensation.

Also keep an eye on your bank payments as it is likely that VM's automated systems may well trigger your 'activation' shortly after your kit was delivered so you may end up paying for a service you are not receiving. If that happens, the compensation payments become even more important.

[happyclover]

Interesting, even if I didn't have the wall socket in the first place that also counts?

So what do I do now, do I ask them for compensation now, or wait until I get connected then count everything and raise a query?

[jem101]

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@happyclover wrote:

Interesting, even if I didn't have the wall socket in the first place that also counts?

So what do I do now, do I ask them for compensation now, or wait until I get connected then count everything and raise a query?

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Yes it does count. Incidentally what did they say the £26 compensation was for?

[happyclover]

We’re really sorry that we missed or cancelled your appointment with less than 24 hours’ notice.

We think holding our hands up when things go wrong is just as important as getting them right in the first place. That’s why you’ll see a credit of £26.24 on your next bill to make up for this.

That's what I got 🙂  

[goslow]

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@happyclover wrote:

Interesting, even if I didn't have the wall socket in the first place that also counts?

So what do I do now, do I ask them for compensation now, or wait until I get connected then count everything and raise a query?

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All VM knows when you sign up is that your home has had a VM connection at some point in the (recent) past. VM assumes that connection is still in place and operational so they gamble that they can send you the kit, you plug it in yourself and off you go.

Unfortunately, over time, VM's connections fall into disuse and are often removed by homeowners or other installers (such as satellite TV). Sometimes the cable is still in place in the home but can be disconnected within the street cabinet.

When the 'Quick Start' goes wrong, VM has to send a technician. Again they gamble that the fix will be a quick one to get you going. They usually start charging you the monthly subscription soon after they deliver the kit to you and offset any compensation due against the monthly fee.

VM has to credit your account with any compensation due within 30 days of the matter being resolved. Unfortunately (as you have already experienced) getting accurate information from VM about the compensation due is sometimes not very easy.

You are now heading into the Xmas holiday period so VM's usually-slow response to these kinds of problems will only be slowed further.

If you do not have any internet connection at the moment, you might want to start thinking of a backup plan to keep you going until such time as VM responds (such as some kind of mobile data/SIM/hotspot etc. on a rolling monthly contract).

The pre-installation and delivery team on 0800 052 1734 is probably the direct route to speak to VM but their ability to tell you anything useful and reliable is not that great based on reports on here.

If you wait here, one of the VM forum team will hopefully reply within a day or two and will offer to try to help (although their abilities to help with non-installations seems to be limited).

[happyclover]

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@goslow wrote:

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@happyclover wrote:

Interesting, even if I didn't have the wall socket in the first place that also counts?

So what do I do now, do I ask them for compensation now, or wait until I get connected then count everything and raise a query?

---

All VM knows when you sign up is that your home has had a VM connection at some point in the (recent) past. VM assumes that connection is still in place and operational so they gamble that they can send you the kit, you plug it in yourself and off you go.

Unfortunately, over time, VM's connections fall into disuse and are often removed by homeowners or other installers (such as satellite TV). Sometimes the cable is still in place in the home but can be disconnected within the street cabinet.

When the 'Quick Start' goes wrong, VM has to send a technician. Again they gamble that the fix will be a quick one to get you going. They usually start charging you the monthly subscription soon after they deliver the kit to you and offset any compensation due against the monthly fee.

VM has to credit your account with any compensation due within 30 days of the matter being resolved. Unfortunately (as you have already experienced) getting accurate information from VM about the compensation due is sometimes not very easy.

You are now heading into the Xmas holiday period so VM's usually-slow response to these kinds of problems will only be slowed further.

If you do not have any internet connection at the moment, you might want to start thinking of a backup plan to keep you going until such time as VM responds (such as some kind of mobile data/SIM/hotspot etc. on a rolling monthly contract).

The pre-installation and delivery team on 0800 052 1734 is probably the direct route to speak to VM but their ability to tell you anything useful and reliable is not that great based on reports on here.

If you wait here, one of the VM forum team will hopefully reply within a day or two and will offer to try to help (although their abilities to help with non-installations seems to be limited).

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Thank you for your clear and succinct answer. I have almost used a 100 GB Sim (WFH) contract I got (assumed it will last 2 weeks until I get connected), will try to order an unlimited one. Meanwhile, will try to face VM about the compensation. I appreciate your help

[goslow]

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@happyclover wrote:

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Thank you for your clear and succinct answer. I have almost used a 100 GB Sim (WFH) contract I got (assumed it will last 2 weeks until I get connected), will try to order an unlimited one. Meanwhile, will try to face VM about the compensation. I appreciate your help

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Good luck! Hope your installation gets back on track sooner than expected !

[happyclover]

I called VM on that number, they said that I'll get compensation (if) after I'm connected. Is that how it works or they should credit me every day basically?

Thank you 

[Jonny-M]

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@happyclover wrote:

Interesting, even if I didn't have the wall socket in the first place that also counts?

So what do I do now, do I ask them for compensation now, or wait until I get connected then count everything and raise a query?

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How are you supposed to know what needs to be in place for a quick-start installation? VM don't seem to have taken the very basic step of saying "we think you qualify for a quick start, here are the sockets you are looking for, please confirm you can find one" so why would people being told by the provider that they can use quick start have any reason to doubt that assessment?