Contacted my MP Anthony Browne, Thank you so much for your help in getting the Virgin Media Executive team to contact me and get back to me to resolve this matter, I am very pleased to receive your help and support in this matter.
Many thanks
Booked my VM installation in September for my move on 20 September, first available 3 October, that was then moved to the 29th October, which was then moved to 23 November, then I got a notification 2 days ago that it was being moved to 13 December, now today (22/11/23) received another notification that it had been moved to 16 January 2024.
The technicians came out to the property, several days ago and I spoke to one of them, he said that the guy right next door to me had VM broadband, the cable was already in place they just needed to run an existing cable an extra 5 feet and they needed permission to dig the 5 feet, they sprayed the ground for the area they have to dig.
He seemed to be unsure if it is Council land or private land, it is Council land, on the main street, doh!
They well know it's Council land as they did the installation for the person next door, we both share the same front public land, semi detached houses, he said it would take 2 weeks to get permission, so when I got notified that it had been delayed to 13 December I could vaguely understand.
Only, I checked with the Council it is Council owned and VM haven't made any requests to dig the area?
Just got a call this moment from VM pre-installation team telling me that the installation date has been moved because they are waiting for permission to do the external cabling, but no application has been made to the Council.
When I queried this the VM agent started trying to claim that she couldn't hear me and that she was from the pre-installation team and couldn't see my details etc. that I should contact Virgin customer care...we have already established that the pre-installation team has more access then any of the other branches and she even phoned me directly so clearly she has access.
What I want to know is
1. What is the rate of compensation?
2. Can I claim this even if they never get around to doing the installation?
Seems to me it would make sense to get a cheaper 12 month contract for broadband in the meantime and use the compensation to pay for this, rather than wait for VM to do anything?
They have provided me with a free dongle with 200gb free hotspot access for the first month of delay and told me that I then have to pay for it after the first month??? Do they deduct the free dongle off the compensation?
Tried to gain access to may account they say that until the VM installation is complete they have not setup an account?
Qu1: Day rate for compensation for a failed activation date is £5.83 and £29.15 for missed appointments which fit the scheme requirements
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Qu2: You are entitled to the compensation even if VM never installs.
VM regularly seeks to avoid, or reduce, compensation payouts in the topics on here so you may need to go to arbitration to get the correct amount.
You should be keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.
Some people on here, in a similar situation, have opted to get an Openreach connection on a rolling monthly contract to keep them going while they wait for VM. Whether or not you can do that (or it is worth doing) may well be dependent on your area and what speeds/services are available to you.
The above links are not recommendations, just mentions of what others have tried while waiting. You need to do your own research on this.
The OFCOM minimum requirements document on compensation is here
VM's own version of the scheme
https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation
has some further embelishments (which aim to reduce or avoid paying out).
If VM intends to stop paying compensation (OFCOM doc para 38 and VM doc para 33d) VM has to issue you with a 'Cease Notice' and may offer an alternative to compensation by way of a mobile connection. VM has to pay the compensation for 30 days beyond the cease notice.
Has VM gone gone through this formal procedure and advised you of your rights by issuing the cease notice and the mobile SIM is an alternative?
Paying for the SIM is not an alternative once the data has run out and it is doubtful will have followed the correct procedures via the cease notice so, at this point, you should probably consider the SIM offer as an additional form of compensation, unless VM has explicitly told you otherwise via a formal cease notice letter telling you the auto comp payments will stop 30 days afterwards
Unfortunately the detail of all of the above will inevitably have to be resolved at arbitration, which is why keeping detailed records is important.
Thank you for the list of helpful information, much appreciated.
