Repeated no-show for cable re-pull

[Isolgrac]

For some time now I have been having issues where my internet connection just drops for a whlie. After several technician appointments I was told I needed a 'Cable Re-Pull'

I have now had 5 dates given for this. Each time nobody shows up and when I call I get casually told that it's been rescheduled. I'm told by the customer support agent each time that they guarantee that it will be done on the date given, but each time no one shows up.

Looking in these forums, this seems to be a common experience. Is there anything that I can do, or anyone else I can complain to? Am I eligible for the missed appointment compensation (https://www.virginmedia.com/help/billing-and-payments/automatic-compensation) or does this count as one of the 'exceptions'?

[goslow]

Full T&Cs here

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

section 19. Did VM give you 24 hours notice?

[Jodi_S]

Hi Isolgrac,

A warm welcome and thanks for posting on our community forums. We do apologise for the time it has taken for your re-pull to be completed. We understand the inconvenience and disruption caused when an appoint is not adhered too.

As our valued member @goslow has already posted the T&C's of our Automatic compensation scheme, you may be eligible for our automatic compensation scheme if your install has been cancelled without 24 hours notice.

This is stated in section 20 of the T&C'S. 

20. Credit does not apply if an appointment is cancelled less than 24 hours in advance of the original appointment due to either Virgin Media or the customer identifying that the original issue has been resolved and no longer requires an engineer visit. Virgin Media, or an agent on its behalf, shall record a change to the agreed appointment which may be made by a customer service agent on the phone, SMS request or by an alternative means.

For more information about this check the link here https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Kind regards Jodi. 

[Isolgrac]

Thanks both.

VM did not give me any notice at all of the cancellation, they simply didn't show up. When I phoned to ask where they were, the customer service agent then tells me that the appointment date has been rescheduled. 

[Andrew-G]

Bear in mind the automatic compensation scheme doesn't cover the shonky connection, all it covers is missed appointments and total loss of service.  That is not the limit of things VM can be held to account for under the terms of the Consumer Rights Act, or Ofcom's Fairness Charter.  If you're after proper compensation, then you'd be best off raising a formal complaint, spelling out the individual parts of the complaint, eg poor connection for N weeks, missed appointments with no notice, inadequate information and a lack of interest by VM staff, or any other material elements, asking for compensation.

Many formal complaints to VM get lost, ignored, fobbed off, or result in derisory or nil compensation offers.  If that occurs you search for the CISAS web site, you read their guidance carefully, and ensuring that your complaint meets their criteria for acceptance, you escalate the matter to them.  

[Carley_S]

Our apologies @Isolgrac

The automatic compensation would be assessed once the work has been completed and if applicable, you would see this credit on your next generated bill. Please do let us know if you have any further questions or concerns about your re-pull date or your billing and we'll be more than happy to investigate further.