Hi
I wonder if people could offer any advice re a complaint I have with virgin media which seems to be stuck.
As a brand new customer it has really made me regret my decision to move to Virgin Media for broadband. Furthermore the complaints procedure has gone round in circles.
Background
I am a new customer. The installation was delayed a number of times as the external contractors had to lay a new cable from street to the house. They came out at least 3 times and led to a delay for over 6 weeks. Eventually got sorted and broadband is working
Issue #1
VM first billn included compensation for delayed install but for only a fraction of the days it was delayed - almost half.
I have emailed several times asking for an explanation of how they have calculated their days and what the actual delay was. No specific response.
I believe I am entitled for compensation for the full delay as the delay incurred additional costs for me.
How do I get VM to rectify this ?
They just ignore the questions in my email
Issue #2
On the first bill, I have been charged £30 for a ‘Manned installation charge’. I have disputed this as it is not mentioned in any contracts, order emails or other documents when I signed up.
I have the following letters and screenshots of everything - no mention of a charge:
- My initial order email - screenshots can be provided. It states "One-off costs only on your first bill - Setup fee £0"
- VM Contract Info sheet
- VM Contract Summary sheet
- VM Contract letter (dated 2 Aug 23)
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The most recent response from VM complaints dept was :
“you have started your journey with us and we really like to appreciate your business with us . Also, I would like to apologize for all the hassle and stress this has caused.
Further, I have documented your dissatisfaction and forwarded to the back-end team so that we can work towards creating a positive experience to our customers. Request you to give us a chance to improve our services. Take care and stay safe!
Here's what we offer as a resolution:
Billing ->Extra guidance on billing
We hope this works for you.”
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No, it does not work for me !
What else can I do ?
Any advice would be appreciated
Thanks
