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Re: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
I wanted to add to my post in case it helps others. I lodged a complaint with the Communications Ombudsman. I had to provide them with over 50 emails and text messages I had received from Virgin. I eventually received automatic compensation from Virgin Media (however there was nothing automatic about it) of 549 days @ £5.05 per day less 6 days the local council took to issue permits to Virgin. Virgin Media initially responded with "The scheme does not compensate for permit delays". I contacted my local council Highways Department and they provided me with a comprehensive repost showing the days Virgin were issued with a permit, total 6 days. Virgin initially send a cheque for £175.69 the Ombudsman chased for the balance of the money, Virgin then sent another cheque which wasn't the full amount. The Ombudsman had to go back to Virgin again and finally they paid the total "AUTOMATIC COMPENSATION". My message to anyone that has been given the run around by Virgin is not to give up, use the Ombudsman but you will have to pursue your claim until they pay up. Hope this helps.978Views6likes2CommentsRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
Hi All Virgin Media are now challenging the Ombudsman's decision stating Auto Compensation is not due because the delays have been caused due to obtaining permits from the council. Does anyone know how I challenge this or obtain details of the permits they applied for etc? Thank you in advance. Audrey "The Company challenges this decision on the basis that the Company cannot be held liable for third party delays. The scheme does not compensate for permit delays. As per Section 40d, provided below, states that a Company would not be obliged to pay Automatic Compensation if the action required would or would be likely to be in breach of any law or regulation; as permits are provided by Councils, not abiding would be illegal No Automatic Compensation would be due."1.1KViews0likes2CommentsRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
Update on the Ombudsman decision is that automatic compensation should be paid by Virgin Media. Does anyone know how this happens, can the Ombudsman make VM pay the automatic compensation? Thank you1.2KViews2likes0CommentsRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
I raised a case with the Ombudsman and received a response from the ADR team:- "£100.00 compensation, as a gesture of goodwill for the distress and inconvenience caused As you are still awaiting installation, Automatic Compensation cannot be paid as of yet. Installation must be completed before the Company can attempt to pay the compensation if due." I have also received an email from Virgin stating: "Hi Audrey, We're sorry to say that things haven't exactly gone to plan and we can't bring Virgin Media to your area.We understand how frustrating this is, and can only apologise. Rest assured if anything does change we'll be in touch.Kind regards,The Virgin Media team." Could someone explain what I should do, £100 is an insult after waiting 18months and 28 cancelled appointments. They have send me a message to say they cannot bring me the service but continue to make appointments? How to I get them to me the automatic compensation if they have said they cannot provide the service? The Ombudsman has not been much help, looks like Virgin can simply not pay the automatic compensation, they told the Ombudsman there is no problem they know of? Any help or guidance greatly received. Audrey1.2KViews0likes1CommentRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
Hello Molly Just to update you I have now had 28 cancelled appointments. I received another text cancelling my appointment for next week and re scheduling requesting I should be in between 1-6 pm again. For me to do this I have to rearrange my schedule for the 28th time. Is Virgin ever going to put things right for me. Audrey1.4KViews0likes1CommentRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
Hi Tony Yes I did search all the threads but I couldn't find one with the outcome where the service was ultimately never installed. Is compensation still payable if VM turn round in my case after 18 months and say they cannot bring the service to my address, even though my neighbours have the service. Thanks in advance.2.5KViews0likes3CommentsRe: 18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
Hi Tony Thank you for your reply. I did ask for a deadlock letter via their WhatsApp messenger, they gave me a complaints number and said I would have it within 72 hours. 72 hours passed and no letter, I went back them and after spending 3 hours on the phone they admitted they had cancelled the complaint and were not going to issue a deadlock letter. I complained again about this and asked for a deadlock letter, they raised another complaint and told me to wait until the engineer turned up. However since then I have had two further appointment cancellations and the email stating they can not provide the service. When I call I they just lie to me, telling me to wait. Do you know if they should pay compensation if they are now saying they cannot provide the service. The houses across the road to me do have VM.2.5KViews1like5Comments18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area"
I ordered Virgin Media in January 2022 since then they have cancelled the installation appointment 27 times, stating additional work needs to be carried out. I have lost count how many times I have contact VM and got no where trying to find out what is happened. During this period I have been out of contract with BT ready to connect with VM, which has meant I have been paying more than I should be for the service I receive. I have spoken to the countless engineers that have turned up from Avonline, who confirmed months ago they have cleared the breakages/blockages and I should be connected soon. I have received 21 texts making sure I will be in between 1-6pm when the technician comes to connect the line, I have had to rearrange my schedule in order to do this, but a couple of days before, the appointment is cancelled. I received an email from VM on the 15 May 2023 stating "We're sorry to say that things haven't exactly gone to plan and we can't bring Virgin Media to your area." Whilst sending me yet another email for an installation on the 19 June 2023! VM have kept me waiting for 18 months and then send me this email, no mention of the automatic compensation after waiting patiently for 473 days. I have posted this message because I am at loss as to what to do, I am very frustrated at how VM have handled this, no one at VM has been able to help just telling me to wait for the next appointment. How do I get VM to pay the automatic compensation which OFCOM state should be paid at a rate of "£5.83 for each calendar day of delay, including the missed start date". Every time I ask VM about this they say compensation will be paid once they install the service. But now I have received an email stating this is not going to happen what should I do? Any advice gratefully received.Solved5KViews1like25Comments