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Engineer didn't turn up

94_Hoppo
Tuning in

on ‎03-12-2022 22:16

Engineer was supposed to be installing broadband at my mom's between 1 and 6pm but never turned up, what can she do and does she have a claim for compensation.

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14 REPLIES 14

Portery
Fibre optic

on ‎03-12-2022 22:21

I would contact customer service or wait for a mod they can see the reason for the tech no show. There would have been 3 texts out 1 to confirm the appointment, another day before and one on the day.

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94_Hoppo
Tuning in
In response to Portery

on ‎03-12-2022 22:26

Had no confirmation what so ever, I did contact them during the time slot and they assured me they would turn up but to no avail 

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goslow
Alessandro Volta
In response to 94_Hoppo

on ‎03-12-2022 22:27

@94_Hoppo wrote:

Had no confirmation what so ever, I did contact them during the time slot and they assured me they would turn up but to no avail 

Was it a technician visit to install equipment and activate the services or a visit to install a new cable to the property?

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94_Hoppo
Tuning in
In response to goslow

on ‎03-12-2022 22:31

Install router 

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goslow
Alessandro Volta
In response to 94_Hoppo

‎03-12-2022 22:36 - edited ‎03-12-2022 22:36

@94_Hoppo wrote:

Install router 

£26.24 for a no-show without 24 hours prior notice and £5.25 per day if VM fails to activate the services by 11.59pm on the date initially confirmed in writing with the customer.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

and OFCOM (but rates not up to date in the link below)

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


Does your mother already have a VM cable coming from the VM cabinet in the street to her property?

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94_Hoppo
Tuning in
In response to goslow

on ‎03-12-2022 22:39

I'm not completely sure because she was a customer when they was Telewest before Virgin took over 

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goslow
Alessandro Volta
In response to 94_Hoppo

on ‎03-12-2022 22:41

@94_Hoppo wrote:

I'm not completely sure because she was a customer when they was Telewest before Virgin took over 

VM would have taken over ownership/use of a Telewest cable (assuming it is still in place and working).

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94_Hoppo
Tuning in
In response to goslow

on ‎03-12-2022 22:42

I'm not sure at all
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goslow
Alessandro Volta
In response to 94_Hoppo

‎03-12-2022 22:46 - edited ‎03-12-2022 22:51

@94_Hoppo wrote:
I'm not sure at all

VM should have a record of a past installation but not of its current status. You'll need to get back onto VM to find out why the tech did not appear. Also start keeping good records and comm's of all dealings with VM inc. dates and times of promised visits, no-shows etc. so you have a good record if you need to argue with VM in the future ref any compo due.

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