Raise claim for broadband order cancellation
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 ?
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.