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compensation for delay in broadband installation

tireduser1
Joining in

hi i recently had a delay of 142 days for a broadband installation. With the automatic compensation of £6.10 that would be £866 !! VM claim the reason for the delay can vary from blocked cabling to damaged boxes and that I had a construction reason. Despite having 5 different dates confirmed for an installation date all of which were pushed back from Dec 28th 2023 to the final and actual installation date which was May 18th they have applied a credit of £61 which is the equivalent of 10 days. Despite logging 2 complaints online and making numerous customer service calls I am still not getting a response unless they decide to send another letter by post. Anyone else experienced such a long delay and high compensation claim ? and any tips ? thanks

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

Yes, VM routinely tries to dodge paying compensation in the topics described on here. The offer of a 'goodwill' payment (far less than what is owed) is also common.

You will need to go to the ombudsman for a proper assessment of what is due.

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

See where this Helpful Answer was posted

4 REPLIES 4

goslow
Alessandro Volta

Yes, VM routinely tries to dodge paying compensation in the topics described on here. The offer of a 'goodwill' payment (far less than what is owed) is also common.

You will need to go to the ombudsman for a proper assessment of what is due.

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

David_Bn
Forum Team
Forum Team

Thanks for reaching out to us @tireduser1, and a very warm welcome to you!

Sorry to hear of the issues experienced with the delayed installation, and then of course the process of obtaining the automatic compensation.

Check out the envelope in the top right hand corner for a private message from me, and I'll look into this for you, with the aim of having the complaint closed with a satisfactory resolution provided.

Thanks,

David_Bn

goslow
Alessandro Volta

Keep the topic updated @tireduser1. A resolution which is satisfactory to VM is very unlikely to be a resolution which is satisfactory to you!

In answer to your original question about long delays, AFAIK the record-breaking delay is still this one

https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelle...

with a record-breaking amount of compensation awarded (after the customer fought VM to get paid)

And in this recent topic (which will be relevant to you if you encounter VM excuses of 'provisional' installation dates and 'council permits' as the cause for your delay and non-payment of compo)

https://community.virginmedia.com/t5/QuickStart-set-up-and/VM-trying-to-worm-out-of-agreed-compensat...

it was only after going to arbitration that the customer got what was due

Number-6
On our wavelength

Indeed please do keep this thread updated, if nothing more than your experience and what happened can help us to advise others. Often these sorts of issues end up with a ‘well take this to a private message’ scenario, and then nothing more is heard of, so nobody knows what the outcome was.

A cynical person might wonder if, within said private message exchange an implied threat was made, ‘accept this deal and agree not to post about it, or else’! No, of course not, just my imagination running wild; surely such a thing won’t happen?