Raise claim for broadband order cancellation

[anib]

My order for virgin media broadband was cancelled abruptly after a wait of over 45 days. Through out the process I was given assurances of speedy resolution to install the broadband connection and one fine day the order was cancelled without a proper reason. Upon enquiry I was told that audit at the property revealed that there is a need for significant civil work which could not be done.

As now my virgin media account is disconnected, I am looking to raise a complaint and seek compensation for delay in delivering the services which has left me without a broadband for over a month and possibly longer while I get another connection. How can I  raise a compensation claim after my account is disconnected ?

[goslow · Accepted solution]

VM is supposed to pay the compo 30 days from when the order is cancelled. If you are never going to become a VM customer, VM has to pay you by cheque.

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

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

In the full detailed link above read the section on a 'cease notice' as VM should pay you for a further 30 days beyond beyond the point when VM cancels.

In all likelihood (based on many similar past topics) VM won't do any of the above and will argue it doesn't have to pay you anything (by way of some generic excuses VM uses time and again such as 'council permissions' etc. etc. causing the delay)

Your route is a formal complaint to VM first of all in writing using a first class signed for delivery service (to give you a proof of date/time when you complained) to:

Virgin Media, Sunderland, SR43 4AA

The complaint will very likely be fobbed off with a nonsensical reply after which you go to the ombudsman via the timescales and processes below

https://www.commsombudsman.org/our-process

Keep very detailed records of everything that has happened (in a timeline format) with links to evidence such as emails, texts, messages, phone calls etc. to support each entry on the timeline.

In the vast majority of cases which go to the ombudsman, they are either 'settled' or 'upheld' in favour of the customer as long as you can provide a clear record of everything alongside some evidence for you claim.

[Cardiffman282]

Do follow goslow's excellent advice above. Just to note a recent trend has been VM trying to fob off claimants with a token amount of, say, £20 - presenting it as some sort of generous discretionary payment. Reject this and insist on the full amount due. Please update the thread with any developments. 

[Carley_S]

Hi @anib 

Welcome to the community forums 

So sorry to hear that we've not been able to install the services to your property. We can assure you the engineers and the field team would have tried all avenues to complete your installation, on some occasions this does unfortunately not pan out the way we hoped. 

We can check the systems at our side to see if automatic compensation was eligible on this occasion for this delay. If you've yet to raise a complaint, we can also do this for you at our side if you need. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[anib]

Just to keep all of the information in the thread I would like to update that I have tried both calling on the helpline and the live chat agent to get them to raise a complaint. All of my time and effort has been wasted as through both channels agent were not able to help me raise the complaint for compensation. The logic given to me was that the account has been disconnected after the order was cancelled and hence a compensation claim could not be raised. 

I have now provided all the details asked for in the private message and look forward to raising a claim for compensation for the delay I faced in getting internet services from virgin media.

[jpeg1]

All you have received so far is the usual obfuscation designed to dissuade you from persuing a legitimate claim. Do not be put off from getting the compensation that is rightfully yours. 

[anib]

Hi Carley,

I responded to the PM with the details requested but was told that I did not pass the security check as I couldn't confirm the details of the last generated bill value. I am unable to confirm the same my account was never activated. Are you able to help me progress the claim for compensation or else I would like to request a deadlock letter so as to make a claim with the ombudsman.

I look forward to a response to that I can plan my next steps.

[anib]

I reached out to the VM service team through their Wassup chat services and raised the compensation claim again which was denied saying that "construction work" isn't covered under their compensation plan. I have requested a deadlock letter which should be delivered in next 2 weeks. After the same is received I will look to take the claim to the ombudsman as I have not got any help from the VM services team regarding any kind of compensation for the delay in providing broadband services.

I will now look to gather all of the details to prepare for the claim to the ombudsman. Any word of advice on how to better present the case will be welcome ?

[goslow]

Useful tips here

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-insta...

'Construction delays', 'provisional' installation dates and 'council permits' are among VM's routine excuses to try to avoid paying.

Usually the ombudsman will dismiss these but much depends on what you were told by VM along the way and the way you present your evidence. The adjudicator knows nothing about your particular story you you have to spell it out in clear, understandable terms.

The compo starts from the 'date initially confirmed in writing' when VM sadi it would 'activate' your services.

In one past case on here, VM did mention a 'provisional' date and 'construction work' but also kept booking technician visits to install the equipment (even though there was no cable in place) so the adjudicator dismissed VM's claim and awarded compo.

In another case (the only one of its kind I can recall) VM had given some indication of a 'provisional' date at the start and compo was reduced as a result.

[Steven_L]

Thanks for coming back to us anib, you would need to pass account security for us to look into your issues from here. Would you like to give it another try? if so, please respond to my new private message.

Kind Regards,

Steven_L