Refusing to send deadlock letter

[liivi]

After a two month delay in installing my broadband, Virgin are refusing to adhere to the ofcom regulations regarding compensation. I have now requested a deadlock letter four times, and each time support have ignored me. What do I even do in this scenario? Do I have no choice but to wait eight weeks before I can register a dispute with the communication ombudsman? Any help on this would be appreciated

[-tony- · Accepted solution]

pretty typical from other posts on here - contact the ombudsman explaining the refusal to supply the deadlock letter - they should accept that and get whatever you want moving - if you are seeking compensation for the delay todate then i dont think that can happen until installation takes place or VM inform you they will not install - if that happens then make sure they add 30 days to the days to date - whatever happens add £100 or so for the way VM have refused the letter

[jpeg1]

Yes. No need to wait longer. Write now to the Ombudsman with full details of all communications with VM.   The Ombudsman won't make their own investigation, they work only from what you and VM tell them.

[Kath_P]

Hi liivi, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been a delay in your installation. In terms of the automatic compensation, this will not be assessed on your account until either the installation is completed, the installation is cancelled, or we've advised that we're unable to install. If none of these have happened, then you would need to wait before the account can be assessed. 

We wouldn't offer a resolution to a complaint until one of the three situations above have been confirmed either. So we can check things for you, I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,