Virgin Media troubles

MyHappy256

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Jimm_Alumni

Hi @MyHappy256, I just wanted to first let you know I removed the first image because it contained some personal information of yours. If you could possibly censor that and post it again!

I've been having issues with Virgin Media and renewing our contract, reminds me I should actually give them a call…

MyHappy256

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Thank you very much for checking this, have edited the attachment, let me know if there is anything I missed.

KR

Jimm_Alumni

https://forum.scope.org.uk/discussion/comment/882837#Comment_882837

Thank you! It's just to keep your information safe. I appreciate it.

Can I ask, what was the process of going to the ombudsman like?

MyHappy256

Thank you I appreciate your keeping my information safe, if I do it again in the future I hope you will pick it up again too, sometimes I miss things when I post so appreciate that you picked it up and stopped it.

Going through the Ombudsman was a lot easier for me, because I was able to deal with them through email contact than over the phone, I did struggle accessing my case to update evidence, my connection kept timing out or I kept needing to take a break and couldn't come back to the case that I had uploaded to add additional detail, but they sent me a link and I was able to do it from there. Also I found their support was very helpful, the response to messages to the investigator were very helpful as they explained the process to me.

Jimm_Alumni

That all sounds really good! I've dealt with another ombudsman before but never the Communications Ombudsman.

I have to say, I am glad with have ombudsmans. My partner is American and she says that if you want to go further than a complaint with a company in the States you have to pay for a lawyer and take them to court! Which most people cannot afford.

MyHappy256

Yes, I have heard scary stories about people getting sued for just about everything in America.

I think in this case the Ombudsman can only enforce contracts and regulations specifically in an impartial matter.

Whereas using an attorney or lawyer directly represents the person who employs them and that becomes more of a civil suit that has to go to court, but as you say fortunately many companies agree to the jurisdiction of an Ombudsman, both because it's cheaper and the damage awards are less.

I saw today there is a pretty detailed discussion about Virgin Media on rededit with a lot of people complaining and not just about installations. https://www.reddit.com/r/VirginMedia/comments/19ctop5/delayed_install_compensation/

Reason I wanted to post here is to make it a searchable topic on the internet for those who have the same or similar problems, since VM are cracking down on finding ways to avoid paying what amounts to penalties for failing to deliver on time.

I would have been more than happy if they had delivered the service, and I think with them eroding this penalty/compensation system instead of fixing their mistakes to streamline the rollout of their service they are just relying on deliverying poor service in a sort of hit and miss attitude.

I previously had somewhat of a good service with Virgin Media when Richard Branson was at the helm, he seemed to have more of a balance of what is acceptable and not acceptable, VM now seems to be operating to maximise profit in the cheapest way possible, which is sad, I believe it's called "sweating the assets", spending the minimum amount of money to make the most profit, not caring about reputation or customer service.

Unfortunately Virgin Media has a monopoly on broadband services, especially where I live, so there is no Sky superfast broadband, just Virgin Media, so I really would have preferred the installation to have worked, but 5 months of delays without any accountability, with such hopeless customer care.

When Virgin Media works it is great, unfortunately now when VM doesn''t work there is a huge problem, I can understand if people have it and it is working, how great the service is, just they are not even trying to fix the problem, really sad.

MyHappy256

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MyHappy256

Ombudsman gave VM until the 5 of August to issue apology and compensation, VM have now waited right up until the last minute to write a letter of apology, which is completely meaningless and insincere, to make matters worse not only will it now take up to 28 days for the cheque to arrive, the very fact they issued a cheque, knowing that I am disabled and suffer from mobility issues is another slap in the face. To deposit that cheque if it arrives I will have to go into the centre of town 20 miles away and go into the bank, far simplar if they had done an electronic transaction. But all in all a win. Too bad VM have not learned anything from this and instead of improving their service, the internet is full of woes from unhappy customers.

MyHappy256

I hope that this will inspire other people in similar circumstances not to accept VM proposed resolutions, but will intead take the matter to the Communication Ombudsman.

Rachel_Scope

Hi @MyHappy256. I'm glad you've received an apology and compensation.

I was wondering with your cheque, do you have an app for your bank? I deposited a cheque last week using the Halifax app and I just had to take a picture of the front and back. That would save you from having to go into town.

MyHappy256

https://forum.scope.org.uk/discussion/comment/896751#Comment_896751

That sounds wonderful, I don't have an app, but I will definitely look into that, I bank at Natwest?

Thank you

Jimm_Alumni

I think it's a real shame they left it until the last minute. I have seen other companies do this with other concerns in the hopes that the person will back down beforehand. I'm glad you got something for the awful service you received though!

MyHappy256

Thanks