Help with CISAS complaint about Virgin

halifaxmortgage

Hi guys,

I'm currently in the process of making a complaint to CISAS after virgin deadlocked my complaint which is about them damaging my property whilst installing new cable from the exchange.

Unfortunately CISA website won't let me log the complaint online and the only method is by completing a .pdf form & emailing it. I've now completed this form, however on the form, it states that the evidence must be submitted with it, otherwise it can't be counted afterwards.

I've got a number of things to show them, such as photos, videos, links to websites/forums. How do I send all this to them? Do I attached large size videos/photo to the email?

pmduk

Yes, I'd assume so, the alternative of sending a link to an online storage site would probably not be considered as 'submitting'.

The more detailed your case with an ADR, the better your chances, indeed Virgin will likely give up should they find an error on their side of the documentation.

I'm not certain how authoritative forum references might be considered however.

halifaxmortgage

Thanks pmduk for your reply.

The forum links are to the complaint I originally made on their own website with photos/videos. I think I might be better calling them tomorrow to see how I can send everything.

In the meantime, have a look below and see if you can spot the before and after photos:



I would be very interested in your opinions on the damage.

pmduk

I've had a brief look, but it just confirms my lack of experience in this matter to comment on them, I'm sorry. I've experience in preparing claims for CISAS, but mainly on the telecoms side, not broadband.

halifaxmortgage

Not to worry. Although just to clarify, my original issue was not related to broadband, but actually the phone line going dead or randomly cutting off. I just want to make sure I have strong evidence and also that people do feel I have genuine cause to claim against VM.

I'm hoping you can help me with CISAS application......One of the questions they've asked is what actions I'd like from the company. I've given them several options, which are:

1. Get an independent company to repair the damage
or
2. They provide monetary compensation to allow me to either get builders/landscapers to repair the damage or I can repair it myself and charge them.

Do you think I'm being fair or unfair?

Lastly how do I calculate the amount of compensation I should claim? They are asking for prove, which I don't currently have and can only give estimates to what I feel is the damage.

pmduk

Was it VM's own staff that did the damage or, more likely, an independent company working on their behalf?

It'll be considered reasonable for them to ask for quotes if you engage your own tradesmen to undertake the work and both parties will ensure that there is no betterment involved.

Have you considered consulting the legal cover provided by your home insurance, if any? I'm not certain this is the usual area covered by CISAS

halifaxmortgage

This is a NIGHTMARE. You're absolutely right pmduk. After speaking to CISAS, they advised that they couldn't do anything and that I'd need to speak to Trading Standards. However TS have said that I'd need to take VM to small claims court.

Can anyone help me with this process as it's really stressful? Where do I start? What do I need to do? How much will it cost?

pmduk

As I asked earlier, do you have legal advice available on any of your insurance policies, (or perhaps a packaged bank account)?
It might be worth PMing a board guide to move this thread to a more suitable board, Consumer Rights perhaps? It might be seen by people with more relevant knowledge. My knowledge in this area is 35+ yrs old and well out of date.

halifaxmortgage

My apologies, but I really don't want to go through my insurance as I made a claim last year for roof damage due to bad weather. My policy is already sky high.

However I want to give you an update to this saga..... Today I called VM Retentions to ask for a disconnection due to the issues I've been having and also because of the price rise. The chap I spoke to was really nice and after explaining the deadlock situation, he told me to ignore the original complaint letter and has started a new complaint. I'm now waiting for a response.

pmduk

Good luck, many telecoms providers will automatically close a second complaint on the same subject, having investigated it once. You might be luckier.

amandajaine

How did this resolve??