Pre Install team keep hanging up on me

[Jaylalala]

I am sick of the run around I've been given trying to get my internet connected since 27th July. I am trying to cancel my contract so I can find another provider but each time I get through to pre-install to do this (which takes ages as it is) I keep getting disconnected as soon as I get through. Today I tried three times, the first time I was complaining about how bad the communication and process is and then got cut when he couldn't answer my question, the next time it happened just after I gave my account number and password information to clear their checks, and now again the same thing. I've spent almost an hour on hold in total today with VM. 

I now feel like it's deliberate after they read my notes about my complaint and then just cut the line so I can't cancel. 

How am I supposed to cancel this contract? It's ridiculous how much they mess you around with these fake install dates that they know they can't meet. I've taken time off to wait for the install and had no shows on 4 occasions now. It's insane how bad the service is. 

[jem101]

No, no, no, absolutely do NOT cancel the installation! The reason is that for every day after the initial promised install date, you are entitled to £5.25 per day compensation for VM, well being just completely incompetent, oh and also some £25 for each appointment where you stayed in waiting for them and they simply didn’t show.

So here’s what you do, work on the basis that VM can’t connect you up or don’t want to for whatever reason and see what alternative suppliers are available. Sign up with one of them and enjoy some sort of connectivity. Eventually VM may or may not connect you up, if they do then immediately cancel at no cost to you, but you know that the cables are in place if you want to give them another go and you are still entitled to the compensation!

As regard the compensation, VM customer services staff do seem to have a habit of not actually understanding the agreement and just tell you that you aren’t entitled to anything or just offer an insulting figure. No worries, just post back here and a few of us will be able to advise you as to how to escalate it to the industry adjudicator whose decision is binding on VM and cost you nothing.

John

[Andrew-G]

Whilst seconding jem101's suggested strategy, it's worth knowing that the compensation for a delayed install is still payable if you tire of waiting and cancel, or if VM cancel the installation if they find that connecting you exceeds the fixed installation budget.  In both of those cases you'll certainly need to use VM's complaint procedure, be fobbed off, and then involve the industry complaints adjudication scheme.  But don't give up - some people have had sufficient compensation to buy a decent second hand car (admittedly only two or three customers out of VM's 5m or so, but still worth making sure you get your share).

[jem101]

Indeed, yes I should have mentioned that, OFCOM’s code of conduct which VM signed up to is really quite specific. A customer is fully entitled to the daily compensation from the first ‘promised’ installation date until either; a) the installation is done and working, b) you decide you can’t be bothered anyone and cancel - hint: don’t do this, or c) VM finally decide that they can’t do it and notify you.

There is a concept of a ‘cease notification’ where the supplier (VM) informs you that they will no longer be paying compensation for whatever reason, but they must give you 30 days notice of this, and it does appear that VM’s systems are far too dysfunctional to do this properly. Even if they do this, you are still entitled to compensation for all of the 30 days following their formal notification.

John

[Jaylalala]

This is all interesting information regarding the compensation. 

I called again this morning, 40 minutes to finally get through to the pre-install team and again they disconnected my call. This is the most infuriating part of the whole process - waiting to speak to them and then I just get cut off. Is this a tactic to avoid speaking to me or are the lines really that bad now? I didn't have this issue earlier, it's just the last week where they keep hanging up. 

So by now I've had missed appointments on 29th July, 13-15th August - and apparently there is an appointment for today as well but I doubt this will happen. So far I'm owed £100 in missed appointments and 19 days no internet. So that's nearly £200 in compensation? How are they making any money as this sounds like it happens to a lot of new customers!? 

[jbrennand]

For some more info see these....
___________________________

Re. install compensation - see Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compo outcome see message 29 …

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...

[Jaylalala]

Hi John,

How do I put a complaint in to the industry adjudicator (you mentioned this in your first reply?)

I have put a complaint online to Virgin Media already. I'm not going to waste any more time calling them today as it is often a 40min wait time to get through to pre-install who then just disconnect me mid-sentence. 

Thanks
J

[jem101 · Accepted solution]

The link you will need is this, where there is a big red button for ‘Make a complaint’

https://www.cedr.com/consumer/cisas/ 

BUT, there are one or two caveats, CISAS is intended to be a ‘last resort’ and the expectation is that you give the company (VM) adequate chances to resolve the issue first. 

So the procedure you need to follow is this;

a) make a formal complaint to VM, set out the reasons, why you are dissatisfied, what you want them to do, what compensation you are claiming for etc. Now you say you have already done this, how long ago was it and did you get a response from them?

b) Wait for the response from VM, you might not get one or it might just be closed for no obvious reason or it is closed with a message along the lines of ‘sorry about that, we’ve fed back your concerns to the team - hope this works for you, now just go away you annoying individual’

c) Assuming that the response is inadequate, you reply, rejecting the insult resolution and demand a ‘deadlock letter’

d) You may or may not get said deadlock letter, VM are obliged to send one fairly immediately but, as mentioned, too many of their staff don’t understand the rules and regulation that the company signed up to - luckily for you, some of us here do!

e) If you get a deadlock letter, then make the formal complaint to CISAS as per the above link. They will want to know what it is you want, this will be the requisite compensation for the delay (and that assumes that either you or VM have cancelled), plus a reasonable extra sum (don’t go overboard, say £50) as compensation for the inconvenience, poor complaint handling etc.

f) If you don’t get the deadlock letter then you need to wait for eight full weeks after the date you first made a formal complaint about the matter, then proceed as per e) except double the requested extra compensation because of the extra inconvenience and VM’s failure to follow the OFCOM regulations properly.

g) You might also want to make a summary complaint to OFCOM as well. Now they don’t get involved in individual cases so this won’t actually help you in any way, but they do compile all the received complaints and do have the power to give VM a massive kick in the proverbial gonads for being, well, completely incompetent..

I think that just about covers it - may have missed off a few things but I’m sure that someone else will wade in to contribute.

John

[Matthew_ML]

Hey jaylalala, thank you for reaching out and a warm welcome to the community, I am really sorry to hear you have been struggling to get through to the Pre Installs team.

I would like to look into this for you and find out what has been happening, I am going to send you a PM.

Please do look out for the purple envelope. Thanks 

[Matthew_ML]

Hey Jaylalala, I've tried to send you a private message however it appears you have turned off incoming messages. If you would like me to help further, please do consider switching this back on so we can look into this. Thanks