Delay on Virgin Media Installation

FrenchUser

Hello,

As one of my flatmate left and our phone and broadband contracts were cancelled, we decided to switch to virgin media for their bundle including phone, BBand and TV.

The earliest installation date was two weeks later which was already quite a lot as they advertise on their website that they usually set you up within 10 days.
The day before the installation they rang me and said they could not do the installation the next day and that it was postponed to another two weeks later.
When I asked for an explanation they said that they had to do some cabling work and they required an extra person to do that work. They explained also that this cabling required some road works and that they had to get the authorisation from the council.
I was already very unhappy that they only realised at the last minute and that they could not plan this cabling work much earlier. I asked for some compensation and also for a solution in the interim (as we were no longer connected to the internet). They offer £25 off my first bill but had no solution to connect me in any way to the internet (no 3G dongle available for us).
So 2 weeks later, I was expecting everything to be sorted out and someone came and told me that he was unable to do the installation as the cabling work had not been done. I rang Virgin Media and they then told me that this cabling work could not be done for the moment, that they needed the authorisation from the council and that all of this would take several weeks!!! (no precise date)

I have been one month without any connection to the internet or phone and I have already registred with another provider (tiding me to a 18months contract)
I feel like, I have been fooled and missold (they are obviously not able to provide me with the service within a reasonable timeframe)

What legal actions can I take? If I decide to cancel my contract, am I still entitled to some compensation of time lost?

Thanks for helping me with this issue!

JJ_Egan

What legal actions can I take? If I decide to cancel my contract, am I still entitled to some compensation of time lost?


Essentially nothing and possibly they will ask for the contract to be paid in full .
You could take them to the small claims court but i don't see no internet and no phone for a few weeks . As they had work to carry out then at best its a mistake and you have not been miss sold anything .

[Deleted User]

FrenchUser wrote: »

What legal actions can I take? If I decide to cancel my contract, am I still entitled to some compensation of time lost?

You have no legal rights other than to cancel the service. As long as it hasn't been actually installed, your contract is not actually in force yet.

You won't be getting any "compensation".

JJ_Egan wrote: »

possibly they will ask for the contract to be paid in full .

No they won't.

JJ_Egan wrote: »

You could take them to the small claims court

Not simply on the basis that they haven't installed.

JJ_Egan

SCC was a bit tongue in cheek .

FrenchUser

Thanks for your replies.

Yes indeed I can cancel the contract. Virgin has 28 days money back guarantee anyway (which from the day of installation)

I still wonder if this is not a case of mis-selling. According to the ofcom, mis-selling applies in the following case :
- the provision of false and/or misleading information

This is the information I got when applying (after entering my address):
"Yes - you're in"
"[My address] is in a Virgin Media Area"
"You're all ready to get... Superfact [...] broadband/ Amazing TV [...] "

And they say "We'll usually get you installed within 10 days"

Also when the rescheduled the first installation, they explicitly said they were going to get the permit for the council but they did not and only realised that 2 weeks later..

Do you think it is worth complaining to ofcom?

[Deleted User]

They've been unable to install your service. This is not mis-selling. Circumstances beyond their control (Council permission) are preventing them from currently installing.

Complaining to OFCOM won't get you any "compensation"

To be honest, you'd be in trouble if Virgin did now install as you say you have signed up for eighteen months with another provider. Both would hold you to the minimum term.

littleboo

FrenchUser wrote: »

Do you think it is worth complaining to ofcom?

No

Its frustrating, but they have no obligation to provide you with a service, you can either wait or go elsewhere.