TV Box NEVER delivered but still have to pay for the tv package

[Derengowski]

Despite my services for Broadband, Telephone and Television:
+ Mega TV
+ Kids Pick
+ Sky Sports and Cinema Collection
+ Virgin TV 360 Box
+ Sky Sports HD Pack
+ Netflix Standard

I have never received a 360 TV box. Having called and spoken with virgin media call center staff at least 8 times, all of which have promised to send me a box out within 48hrs, it has still never arrived. We have also had countless chats with advisors by WhatsApp who also promised the same. We have also been told that we would get the TV package deducted from our invoice, but that has never happened either.

We have contacted the ombudsman who say we cannot make a claim with them until 8 weeks before they can help.

We are also considering legal action

Has anybody else had this experience?

[japitts]

Most courts, the small claims track included, will expect you to mitigate your losses and consider ADR where available, in an effort to avoid court action. In VM's context, ADR is available by following the complaints process and then referring to external arbitration.

Going directly to a small claims action without following that route, won't look great. The forum team may be able to intervene quicker than the complaints process would, but consider those two routes first.

[Cardiffman282]

Strange one. Follow what japitts says. Unfortunately there is no automatic compensation here but you should get credits. I'd give up on offshore customer service and wait for the forum team. 

[Steven_L]

Hey Derengowski,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your TV box. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L