External Work to new property
Hi, I have been with virgin at my previous property and was told I can take my virgin with me to my new property. On 18th September I was expecting virgin to be up and running when the engineer came....
Forum Discussion
Hi Guys here with a very disappointing update. So I received a random watts app message from Brandon who is part of the field complaints team. He informed me that the installation date for January has now been cancelled and they have deemed my property unserviceable. I couldn’t believe I was being told this after they had already agreed the budget for the works to be completed and also my next door neighbour has virgin media themselves! So now I am still awaiting a call from the area field manager which I dealt will happen. I have asked about the compensation which I am due for having to wait since the 18th September for them to install. I am told I have to wait and then if I am not happy with the resolution then I need to complain to the ombudsmen, which for the way I have been treated and lead to believe all this time we can have virgin I definitely shall be complaining if the compensation isn’t good. Should be a lot if they say it can be up to £5 per day! So there we are virgin media abysmal customer service for you, could have had an answer a lot quicker if virgin spoke to the councils/contractors directly. Back to being a sky customer I go then!
Installation cancellations, even after a long wait, do get regular unwelcome mentions on here, unfortunately.
Suggest you have a read through this similar recent topic
for further info.
VM will, almost inevitably, try to dodge or reduce any compensation pay-out. There are links in the topic above to some past compensation cases where customers have won at arbitration which will give you an idea of VM's tactics to avoid paying. Hopefully they will give you some encouragement to progress to arbitration as well.
From the topics on here, the main dodges by VM include 'council permissions', wayleave and the 'provisional installation' date.
Also note from the above the mention of a 'cease date' ref the compo. Capture a record of the WhatsApp message which advised your installation was cancelled. VM should be paying you for a further 30 days beyond this at £5.83 per day.
In the meantime, work out what you think you are due and start putting together your timeline of the installation along with all the evidence of VM's failure to install (dates, times, messages, texts, telecons etc.). This will help you to put forward a clear timeline of evidence to the ombudsman.
- Gareth_L
Forum Team
Hello reecejones100.
We are very sorry that your property has now been deemed non serviceable.
Sometimes the budget we have for construction costs would be greater than the actual cost of the contract that is supplied.
I know you are still looking for compensation for a delayed installation, However this would only be credited if the service was to be installed.
Sorry to be the bearer of bad news, I did wish this want the case.
Gareth_L
Gareth_L wrote:Hello reecejones100.
<snip>
I know you are still looking for compensation for a delayed installation, However this would only be credited if the service was to be installed.
<snip>
Gareth_L
I assume you mean it would only be paid as a credit if the OP eventually had an account with VM after installation.
If the service is never installed then VM has to provide compensation as a monetary payment to the customer
