Auto-compensation - preempting issues
Hi guys, My Virgin service is finally due to go live this Thursday, thankfully. In the run up to it I have put together what I think the compensation and final bill 'credit' should be. Putting this here as I know it can take a couple days for VM staff to see the posts. I have 102 days from install go live date (in home appointment), which they didn't turn up to do my inhome appointment, it later got postponed (it was postponed after I got in touch to ask where they were, it had gone past the 1pm end slot, I never got any message to say it, it was me prompting them to tell me what's happened). The second appointment also got missed. This time I got a message to say it was missed and will get the missed appointment compensation, which is never got for the first. I also have the £80 joining credit. I work it out as my total amount of credit, including the joining credit as £778.86. Am i actually eligible for this? I know the terms are muddied in the water to try make it difficult to claim. Workings are as below: Original join offer: £80 Days from install not happening: 7th June 2025 102 days from planned date £6.24 *102 £636.48 Missed appointments 2 £31.19 *2 £62.48 Total: £778.86Auto compensation not received for full outage
Long story short - had an outage that lasted 5 days. Auto compensation not applied. Been onto WhatsApp chat a few times to ask where my compensation is. Latest chat was on Monday and they raised a formal complaint for me and said credit to my account would be there within 24 hours - no it isn't. Where do I go now? No point going onto WhatsApp chat again as they are useless. At what point can I go to the ombudsman - do I still have to wait weeks for nothing to happen?
Virgin media full outage & compensation
Firstly, the outage is still ongoing All internet & TV were lost at around 9:40pm on Saturday night. It is now Monday 1:30pm & still no internet etc. Have had text stating it is expected to be fixed TOMORROW by ~1:00pm, so that'll be a total of ~64hrs without internet or TV, can't even watch any recordings I have registered loss of service, so I guess by 9:40pm tonight I would expect this would count the start of compensation EXCEPT I've re-read the automatic compensation page online g it seems the fact that compensation is apparently if you have loss for 2 WORKING days Is this right ?, surely compensation should be if loss for 2days regardless of whether work days or weekends. People work from home probably over the weekends, so loss of internet over weekends should be compensated .. shouldn't they ???Misled by Customer Service Agent – Unexpected Early Disconnection Fee
My broadband contract was due to end on 16th May 2025 , and my final bill should have been £35.90 . On 4th April 2025 , I contacted an online customer service agent to inquire about canceling my service. The agent misled me into canceling immediately , stating that my final bill would be £32.06 . However, I have now been charged £69.12 , including an early disconnection fee of £47.58*, because I canceled 12 days before my contract end date . Had I been properly informed, I would never have canceled early just to end up paying more than my original bill. I would like clarification on why incorrect information was provided and whether Virgin Media will address this issue.Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Virgin Media Customer Service Points Game: Score Your Frustration
Dealing with Virgin Media’s customer service can be an exasperating experience. To add a touch of humor to the ordeal, we’ve devised a points-based game that lets you score each infuriating encounter. Keep track of your points during your next interaction and see just how “valued” you truly are. How to Play Keep a tally of each occurrence during your interaction with Virgin Media. Add up your points based on the values assigned below. Share your score with fellow sufferers to see who has endured the most. Points Breakdown 5 Points: Being transferred to another department. Hearing the phrase, “We appreciate your patience.” Experiencing hold music for over 5 minutes. Receiving an email or text with incorrect information. 10 Points: Repeating your account details to multiple representatives. Being told, “There’s an issue in your area.” Receiving a bill higher than the agreed-upon amount. Waiting more than 48 hours for a promised callback that never comes. Delays blamed on Virgin Media's own third party contractor (e.g. Avonline) Delays incorrectly blamed on local authority (e.g. not permitted to dig up the road, even though you've seen teams digging). 20 Points: An engineer failing to show up during the scheduled appointment window. Being charged for services you never agreed to or requested. Experiencing a service outage without prior notification. Receiving a disconnection notice despite being up-to-date on payments. 30 Points: Having your complaint closed without resolution. Having your complaint ignored until you go to the OFCOM ombudsman. Being promised a refund or credit that never materializes. Spending over an hour on a single customer service call. Being told contradictory information by different representatives. Being denied compensation which is legally yours. Bonus Points 5000 Points: Successfully navigating the labyrinth and achieving a satisfactory resolution. Receiving an apology that feels genuine and not scripted. Receiving the correct amount of compensation. Share Your Score Tally up your points and share your score with others who’ve braved the Virgin Media customer service maze. Remember, while this game adds a layer of humor, your frustrations are valid. Don’t hesitate to escalate your concerns through the appropriate channels. Disclaimer: This game is for entertainment purposes only. Any resemblance to actual customer service experiences is purely coincidental… or is it?Service outages on 150+ days in 14 months - is this normal?
Hi all, I am really hoping anyone can advise me what to do or has experienced similar issues (though I wouldn't wish this on anyone). I have had fibre with this utterly useless company since September 2023. I have experienced more service outages than I ever imagined to be possible in the last 14 months. Some days it doesn't work for a few minutes, other days its hours (1-14, the sky's the limit with them) and when it's especially bad it can them them days to fix this. Yes, DAYS. They keep sending their stupid update texts saying it is now fixed bla bla bla, but it obviously never is. At this point I believe it is an area issue that will not get solved anytime soon, if ever. I want to leave my contract, which ends end of March 2025 and have sent them a long complaint via email. Got a lovely AI response claiming the issue was fixed. Nope, it was not. Neither did they respond to my request to end this contract by the end of the year nor did they mention my request for compensation. I spoke to them on the chat today where all my questions were basically ignored. Getting hold of them on the phone is mission impossible. Has anyone had similar issues and can tell me how they went about it and what the outcome was? The thought of being with them for another 4 months is unbearable to me. Performing my job from home has become a real challenge and I don't get how they can get away with this. Thank you all in advance! Best, TedCompensation Declined
Hello, I’ve experienced a loss of service since 2nd November, which I’ve mentioned in previous posts. Following advice from the website and forum, I registered for automatic compensation. Today, the service was finally restored. The engineers who fixed it advised me to call the helpline to verify my compensation amount. However, when I called: The first representative said I was entitled to £12. The second representative quoted £13. I highlighted that the website mentions around £9 per day, and the engineers mentioned around £8 per day. Both times, I was put on hold and then disconnected without resolution. I have a video recording of one of these calls (at the beginning, the representative says they’ll check with the team before the call ends abruptly). Link attached to this post. What should I do next to resolve this? I will be posting this on reddit as well just in case. Thank you for your help!
Nearly 3 months of installation delays so far!!
I chose virgin media as I was referred by a friend who has been with then 15years with no big issues... So for context I am 19 years old and have cerebral palsy and live in my own dwelling, so you can imagine having WiFi is kind of a big need for me iro social aspect I ordered Virgin media start of may, received an email 23rd may advising they need me to complete the details of my housing provider so they can get permission to install, I replied to that email within 30 minutes, 2 days later I got an install date of 7th June...yay 7th June... no one shows, no communication, I ring the "customer service team" and I'm told they are waiting for my response to their email on 23rd May, I advise I responded and received an install date of 7th June, I was literally point blank told I was lying!!! So I read verbatim the installation email I received, I got cut off, I ring back, go through the whole 35mins wait again. Repeat everything again, told they have no details of my housing provider, they confirm the install date was 7th June but didnt go ahead as they had no details, I reiterate that I had replied onnthe same day within 30 mins, i have that email in my outbox amd received an email with the install date from virgin 2 fldays later, apparently I was supposed to check that Virgin received my email to ensure install would go ahead.. what??? Anyway person on phone takes all details of housing provider, complete the details of my residence and says I will hear from them in 24-48 hours, 2 days later I receive an email, new install date 24/6, yay 24/6 no one shows... I ring up... 54 mins wait, told by "customer service team" they are wwaiting for my reply to email of 23/5 asking for housing provider... I advise them of all of above, again literally told I am lying or Im mistaken as there was no installation booked, read out verbatim 2nd email stating install date of 24/6, also give them the complaint number that was issued on first call on 9/6, miraculously they find not only my account but all the housing provider details, then advise me that release (or relief??) team haven't actually contacted my housing provider but they will do so in next 48 hours, I advise the team member this is 2nd failed install appointment without any notification, they offer me a £15 credit, I advise I had read the ofcom compensation, they advise they will grant a one off £75 credit and guarantee the install will happen on 10th July, I advised I will accept that token but ONLY if install happens on or before that date, I am told 100% guaranteed install on 10th July. Next day receive an email with install date.. 10th July 2024.. yay TODAY... received an email from Virgin advising that install has been cancelled and rescheduled to 23rd AUGUST 2024 !!! WTAF is wrong with this company? at each juncture I have advised of my need and my disability, I have completed any details required of me but have literally been called a liar on 2 occasions by the "customer service team", had 3 installs cancelled (2 without any notice) and if you work out from first failed install (7th June 2024) to 4th proposed install (23rd August 2024) that's a period of 78 days of cancellations and delays!!! IMO that's a disgrace but who can I complain to?? I spent 2 hours today trying to speak to someone who is not entrenched in an offshore call centre so that I actually have a chance of getting a full explanation but no of course that's impossible At this point Iam actually unwilling to give this up out of sheer stubborn tenacity and because I frankly feel extreme aggrieved by this whole thing Yes I might be only 19 and have a physical disability but I am not substandard or subhuman and my faculties are all present! And I am looking for some actual help not a poor chat both or an entrenched call centre worker who can only follow a set script