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Re: Waiting for Installation Since February - I'm going to email the CEO
I've lost track on when I last posted on here. Anyway, I have VM 1GB broadband and I am very happy with the speeds. I was finally connected in April so approx 14/15 months of fighting. I have received and banked an interim compensation cheque from VM for GBP1700. My workings out on appropriate compensation were min GBP1000 more than this so I lodged a complaint with the Ombudsman. VM immediately offered another GBP700 or so and the Ombudsman is evaluating the case and has been for a couple of weeks. I'll let you know the final outcome. Thanks again everyone, appreciate the support and advice.32Views2likes2CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Hello Everyone By way of an update, Virgin installed my broadband a few weeks ago and I am pleased with it. Yesterday, I was provided with their compensation value of approx GBP1700 which is substantially lower than was verbally discussed with their exec resolution team (who have been very good). They agreed that my delay lasted 423 days. I will now complain via the ombudsman. I can see the current value of 6.24 per day but believe that as my claim started in Feb 2024, I will possibly be held to the daily compensation rate from that time? Is that correct? If so does anyone know what that was then as it appears that it increases each April so the 6.34 value could be after 2 increases (April 24 and April 25). Alternatively, does the daily rate of the claim rise once the April increase comes into effect? for example, Feb 24-April 24 at X value per day. April 24- April 25 at X value per day (after the increase on April 24). I will also make the claim for missed appointments and the inconvenience. Does anyone know the normal payout for inconvenience, albeit mine was caused my multiple letdowns and frustrations over a very significant period which will likely affect values? Thanks in advance. RobRe: Waiting for Installation Since February - I'm going to email the CEO
I haven't yet received my install but I am very close. The third party contractors came out late on Sunday to do the required works on the highway but were not able to do the work as Electricity NW were doing an emergency repair 50m away and so we couldn't have 2 sets of temp traffic lights so close to each other. Not Virgins fault this time. I am in regular contact with a member of the Exec team who is personally driving to a resolution. I'll let you know when I finally get connected which I expect will happen within a week or so now.62Views0likes0CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
By way of an update. I received a phone call early last week in response to my email to senior leadership. The call was from an executive complaints type person. I was given assurances that people at the highest level are now looking at my situation. He did want to rely upon the time since the road was resurfaced (October/November) as he was adamant that the section 58 notice was impregnable/justified the delays since then. I pointed out that this was clearly contradicted by the written response from the council department who would actually enable the works if VM or their contractor made an application and agreed to reinstate the highway. (I posted this above). Indeed, the council had explicitly said in writing that the Section 58 legislation forbade them from stopping utility companies from connecting new customers. He'd not seen my email so I forwarded that to him, he confirmed receipt whilst on the phone. That email causes VM problems as it is from the actual department that VM/contractor rely upon for their permits and they are clearly saying in writing that the required works can be carried out and have always been available to be carried out. He said he'd call me back the next day or by Monday (today) at the latest. I've not had the call back yet. On the call he said that VM would cover the reinstatement costs so I do not see what the problem would be to make this happen now as that and the application for the permit are the requirements from the council. I am not a lawyer although I have had to sue people myself and have spent too much time in the company of lawyers, barristers and even QC's in the UK and in the US (once in arbitration in Orange County USA, twice in Leeds High Court and 3 times in the small claims court). I've won all my legal actions so I do know my way around contracts. I have a contract with VM and if they do not comply with the terms then they have to pay compensation. I would also like to receive the connection. I was a VM customer at my last house for 10 years or so and I like broadband speed. Even the attempted reliance from October on the Section 58 notice is weak as the local council are legally obliged to provide notice of a resurfacing to the utility companies so that they can get any required works completed before. VM were knowingly working with a poor contractor prior to Oct/Nov and it's not my fault that their incompetence has contributed to the situation I find myself in by not getting the works done before the road was resurfaced.29Views0likes4CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Matthew, yes I still need help on this as no one has been in touch from the promised 72 hour call back. I still do not have an installation date and I do not have any idea as to progress (if there is any) or why there has not been any progress more recently after the latest promises. I have found the contact details for VM's Lutz Schüler CEO and Rachel Barrass Head of Customer Service so will email them now too. I can't imagine it will help but I do find that problems like this can be like mould. If enough light is shone on it then it helps to solve the problem. I'll direct them to this thread.112Views0likes0CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
The most knowledgeable people I have spoken to are the UK based install teams but even they are/were reliant upon what turned out to be completely inaccurate information around permit applications. I've been told on at least 5 occasions by various people in that team and given firm dates for the works that all subsequently came and went without anything happening. Of course to make things worse, it is impossible to contact them as they do not take inbound calls. One has to rely upon the chance that they will call you, which they generally do not and if they do it's without any prewarning. They will tell you it is possible to connect with them if you request via the webchat or by dialing into the normal number and choosing a specific option but this is not true. Webchat will not do anything and say that they are the install team when they are not. The phone people say that they cannot transfer me and they are useless. It's in the lap of the Gods unfortunately with no obvious way to move forward. I now have no install date at all and no one is calling. So it'll keep adding the daily 6 GBP to the ultimate bill.... A very frustrating and ridiculous experience and one that is inexplicable from a customer experience perspective. The moderators on here obviously have no method to escalate otherwise this would have happened by now so I do not understand the rational for this forum. The original idea cannot have been that disgruntled people point out to other disgruntled people the ineffectiveness of the service surely? At the very least it provides a method to document contemporaneously the lack of service/interest that VM is apparently content with. That will be useful ultimately one would imagine. no one from VM is rebuffing my version of events after all....89Views0likes5CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Unfortunately not. That's the problem, even if someone seems to care, nothing happens and there appears to be no way to speak to someone who: 1 Has accurate information 2 Can get anything expedited or even achieved at all.134Views0likes0CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Again by way of documenting... I spent 30 mins on the phone today to the 0800 052 1734 number. The guy I spoke to was based in Mauritius. I explained that I had not been called as promised over the weekend, that I had spoken to the council who had confirmed in writing to me that the Section 58 notice was not a barrier to my new connection. I told them that no permit application had been made per the council, he told me that the notes said an application had been made Feb 3rd. I reiterated that I had it in writing from the council that no application had been made. This time I was promised a call back from the UK connections team within 72 hrs.... He said he would send an email to them, I told him to add the information about what the council had told me about the Section 58 notice not being a barrier. He read his email back to me so can only assume that he did send it as I requested. I'm not holding my breath. I currently have no installation date, no contact from the UK team and no way of contacting them. The overseas team are effectively useless and in particular this guy was very hard to understand unfortunately.107Views0likes0Comments