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Virgin Media cancelled installation Advice

JimmyC23
Tuning in

Reaching out for some advice, again, after the useful responses I've had in the past from you all. 

Virgin Media have just cancelled my installation after waiting for some 303 days for the installation to take place, of which I've just been told my install is too expensive as a customer due to the cable type that is required. I've gone to log a complaint with Virgin Media, to hopefully make a difference to future works, but mostly to ascertain the level of compensation I beleive I am owed (that's a whole different story), but found out my account is no longer active.

A few questions I'm hoping people can advise on;

  • Can anyone point me in the right direction, and what the correct steps are to follow, to raise a formal complaint?
  • What battle can be expected to claim compensation, that I believe is owed? And what would the first steps be towards this?
  • Has anyone had success in the past getting Virign Media to remove the cable housing from the side of their house, after the service has not been installed? Making good any damage caused?

Thanks in advance,

J

 

9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person

Some info in here...  others will add things..

But John's post in the last link would mirror you situation closest 👍

____________________________________

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

And then re. install compensation - see the Ofcom rules….

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

And 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, for a successful Compo outcome see message 29 …

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

goslow
Alessandro Volta

The process first requires a formal complaint to be raised with VM

https://www.virginmedia.com/help/complaints

Personally, I'd go old-skool with that and write a letter and send it to VM using a signed for delivery service. That will give you a third-party date/time to start your complaint count down.

In the letter set out the details and provide an explanation of what you think you are owed.

The automatic compensation scheme does not compel VM to keep paying compensation. It also allows VM to decline to provide the service. If VM is not going to connect you, and stop paying compensation, then it has to provide you with a 'cease notice' and has to pay compensation for a further 30 days beyond the cease notice.

The OFCOM minimum requirements document is quite straightforward to read

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

paras 36 to 39 cover the cease notice and end of compensation/installation.

VM has 30 days from when they cancelled your installation to pay you what is due by way of compensation. As you are not a customer, they must pay you by cheque. This may not happen as required!

You need to find a record of the 'date initially confirmed in writing' when VM said it would 'activate' your services. This is the date when a technician was expected to visit to install the equipment and activate it. That would be the point compensation should start from (para 9 of the OFCOM doc)

VM has created the concept of a 'provisional' installation date. The word 'provisional' does not appear in the OFCOM document anywhere. This is an attempt to reduce or avoid full pay out of what is due under the auto compensation scheme.

You may also find VM uses a range of other excuses (council permits being the most common one) and VM may well offer a much lesser 'goodwill' payment instead of paying the correct compensation as per scheme rules (which has been reported on here many times in the past).

When you work out you calculation of what you think you are due, don't forget to include any missed appointments where VM said you had to be in, then failed to turn up and failed to give you 24 hours’ notice of the cancellation.

Once you have got all that worked out, include it in your complaint with the full amount due and when you expect it to be paid to you by.

VM has 8 weeks to address your complaint. In all likelihood you will receive an irrelevant reply and the complaint will be closed with an irrelevant 'resolution'. At that point you can reject the resolution and VM should provide you with a deadlock letter to go to arbitration. Unfortunately, past topics on here suggest VM is not too good at doing that either but, once the 8 weeks has elapsed, you can go to arbitration anyway.

https://www.commsombudsman.org/

There is some effort involved to prepare the timeline of evidence for arbitration and detail the events with reference to the compensation scheme criteria and how it applies to your situation.

You will hopefully get some encouragement from the steady stream of feedback which makes its way onto the forum where customers post their successful outcomes from arbitration cases. Often VM's submissions to arbitration are equally as bungling as its installation processes.

OFCOM is also investigating VM at the moment for poor complaints handling and specifically signposting customers to arbitration. Depending on how VM responds to your case you may also want to share your experience with the OFCOM investigation.

Some past cases ref compensation and arbitration are below (some for installation failures, some for repair failures). The arbitration process does seem to favour the customer as long as the evidence is clear for the adjudicator to reference with the terms of the compensation scheme.

Hope you get what is due to you. If you are due 300+ days, that would be quite a chunk of change so worth pursuing.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Compensation/m-p/5375731#M236832

https://community.virginmedia.com/t5/Home-Phone/A-tale-of-woe/m-p/5345224#M194067

https://community.virginmedia.com/t5/QuickStart-set-up-and/Compensation-advice-please/m-p/5326587#M2...

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Compensation-Scheme/m-p/5304899#M22...

https://community.virginmedia.com/t5/QuickStart-set-up-and/Compensation-awarded-by-CISAS-after-faile...

Client62
Legend

It would be very informative to understand what has been deemed to costly to cable.

What is the distance of your property from the road / pavement where the cable would be connected ?

What is the type of ditches / grounds / drives / walls that need to be crossed ?

I was told by the customer service advisor this afternoon that a budget of roughly £420 had been assigned to me as a customer, on the assumption of a specific 'cable' type, and a few other factors. They have just realised today, that it is infact a different 'cable' type, that is much more expensive to run, and would cost a minimum of £1200 above the original budget. Not aware of any new elements that need to be crossed due to the existing infrastructure etc.

I live on a cul-de-sac, that is already cabled half-way. My house is roughly 55m from the last property that Virgin Media is installed to, and roughly 160m to the cabinet. Virgin Media have already installed the green 'ducting' to my property, along with the brown-box on the side of the house.

I am also curious as to if I'd gone with a more expensive package, would that have meant a greater budget for carrying out the works.

This is extremely helpful, and has certainly pointed me in the right direction to get start moving.

jpeg1
Alessandro Volta

The irony is that when VM have finally been forced to pay you the correct amount of compensation, plus their required fee to the Ombudsman, it would probably have been cheaper for them to have installed it right away at the higher cost and got you as a customer.

But VM have rarely been accused of joined-up thinking. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

goslow
Alessandro Volta

@JimmyC23 wrote:

This is extremely helpful, and has certainly pointed me in the right direction to get start moving.


The compensation rates change in April each year. Since your installation crosses two financial years then you will need to do your calc's with two separate rates which are

Financial year 2022/2023 Total loss of service £8.40/day, Missed appointment £26.24/incident, Installation/activation delay £5.25/day

Financial year 2023/2024 Total loss of service £9.33/day, Missed appointment £29.15/incident, Installation/activation delay £5.83/day

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi JimmyC23,

Thanks for your post and welcome back to the community.

I'd like to extend our apologies for being unable to follow up with the installation to your property.

Just regarding this matter, do you have an active complaint raised on the account since posting here?

Let us know,

Kain

Thanks Kain, but it is quite ridiculous it's taken as long as it has to determine this outcome, the apologies don't really cut it, but note the gesture.
I have been trying to raise a complaint online, but failed to do so due to 'my account being disconnected', and the online chat method having a response along the lines of 'sorry, we missed this. We'll respond to you shortly' being sent on Monday... I'm currently in the process of writing the complaint which Virgin Media will be receiving through the post which seems to be the only way I can make a complaint.

James