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Re: Installation delayed by 5 months no end in sight - VM hasn't even applied for works permit
Good news, the Ombudsman ruled comprehensively in my favour, awarding approx £1320 for late installation, missed engineer visits without notice, and messing me about! If other forumites have questions on the outcome/process, happy to answer them. I now have a large credit balance I'd like to get transferred to my bank account - anyone know how I can go about getting VM to transfer it? Could the forum team help please? Thanks all167Views0likes1CommentRe: Installation delayed by 5 months no end in sight - VM hasn't even applied for works permit
Hi all, further to the above my service finally went live on Friday the 10th of May - 234 days later than promised. In addition I spent several fruitless hours on the phone to customer service trying to work out why my install wasn't happening, endured a month without any internet in the house, and stayed home for 2 engineer visits that were cancelled without notice (or communication). Under the current automatic compensation scheme pricing I believe I'm due £1427 approx + £60 for the missed engineer visits without notice (and that's without anyone throwing in anything extra for the pain and irritation...) I lodged a complaint a long time ago and have now had a really strange letter denying compensation because "the account was not liable for the auto compensation scheme". Some of the letter is close to gibberish - it doesn't sound like an English speaker wrote it. I'm not sure where to go from here... Try Virgin again or just go straight to the Communications Ombudsman? Can anyone who's had a similar experience advise me? Thanks!929Views0likes0CommentsRe: Installation delayed by 5 months no end in sight - VM hasn't even applied for works permit
Thanks 15829. As you predicted precisely nothing has happened since I appealed for assistance on here. Can you advise on best way for me to escalate my compensation claim? Any and all advice appreciated!1.1KViews0likes1CommentInstallation delayed by 5 months no end in sight - VM hasn't even applied for works permit
Hi forumites, I've been trying to get Virgin Media to install since last September and I'm running out of ideas - my last hope is that someone here can help. N.B. I'd welcome suggestions which don't involve calling offshore customer support - I've wasted hours of my life to no avail trying to resolve this way. Here's a quick timeline of what's happened 1st Sept 2023 - I ordered Virgin Media broadband. Installation is set for 18th Sept. Foolishly, I give my current provider, TalkTalk, notice to stop service on the 9th of October 18th Sept - I wait home for the engineer. No-one comes and later that day the installation date shown in the app suddenly changes to the 23rd of October. Obviously this is bad. I spend hours on the phone begging, cajoling and threatening customer support to try and avoid the service gap. I get nowhere but do discover that on-street works requiring a permit must be completed to enable installation. After a bunch of further changes to the install date I contacted my local council to check that VM requested a permit for the required works. On the 6th of December the council's Highways team wrote to me to let me know that no permit has been requested. Long story short, my installation has now been delayed 6 or 7 times (current ETA: 16th Feb), VM hasn't even applied for the permit they need to do the installation work, and I'm owed approximately £830 in automatic compensation (132 days of delay + 2 unannounced no-shows by engineers). Can anyone help?!1.4KViews0likes11Comments