Menu
Reply
pjey25
  • 2
  • 0
  • 0
Joining in
717 Views
Message 1 of 4
Flag for a moderator

Fair compensation for delayed installation

We moved house towards end of Jan 2021 and virgin media had promised broadband connection within 2 weeks of moving and now 9 months later we are still waiting for connection. They kept moving the date for installation every few weeks citing external work calling up the last minute and cancelling appointments giving lame excuses. Final thread was in october when they promised it wont go beyond 23rd of october and we kept believing their false promises but went ahead and cancelled the contract as it was a no show again. Now we have raised a formal complaint and waiting to be compensated for the endless delays. They have offered 400 pounds as compensation. Is this a fair amount for 9 months wait ( still without installation) . Anyone with similar experience?

0 Kudos
Reply
Andrew-G
  • 10.39K
  • 1.66K
  • 4.75K
Alessandro Volta
665 Views
Message 2 of 4
Flag for a moderator
Helpful Answer

Re: Fair compensation for delayed installation

The rates Ofcom have agreed with telcos for delayed installations are about £5.25 per day.  If there were aggravating factors (like VM being aware that you were a vulnerable customer who specifically needed an internet or phone connection, or notably poor service and/or broken promises) then you might push for a bit more.  If there were mitigating factors (like delays caused by landlord or wayleave requirements) then the amount, or rather days counted would be reduced.

Adjusting as you see fit for any aggravating or mitigating circumstances, I'd say reject the offer and ask for something more or that VM issue a deadlock letter for you to immediately escalate the matter to CISAS.  That's a bit more delay and the effort of a further complaint, but depending on how strongly you feel it might be worth it.  Or take the £400 for the easy life!

 

asim18
  • 290
  • 12
  • 99
Fibre optic
649 Views
Message 3 of 4
Flag for a moderator

Re: Fair compensation for delayed installation

According to the website as of today https://www.virginmedia.com/help/automatic-compensation

It says:

  • £5.04 per day if we don’t install your services on the promised day until installation’s completed
  • £25.18 if we don’t turn up on the promised day of an appointment

According to my calculator, 5.04*30*9=1360.8

 

Only problem is this compensation will be paid for by innocent customers, not the people responsible for your delays.

Andrew-G
  • 10.39K
  • 1.66K
  • 4.75K
Alessandro Volta
621 Views
Message 4 of 4
Flag for a moderator

Re: Fair compensation for delayed installation

You're right there, @asim18 £5.04 in 2019.  Uplifted by UK CPI as per Ofcom rules is £5.1156, so splitting the difference between us....

As a certain supermarket keep reminding us, every little helps!

0 Kudos
Reply