Virgin media robbing my Grandmother!

martin64_2

The key evidence that VM can provide is EVIDENCE of system installation and activation of services. This wasn't focussed on before but it is clear that VM HAVE to provide proof of receiving the services and hardware.

Furthermore, these bills were all sent to a deceased man.

VM WAS informed of his death, they continued billing a man whom is no longer alive.

baldelectrician

As others have stated- complain to the ICO

I would also send a NEW SAR from your gran asking for all info on file for the account
Ask specifically for the date of the box install, the model and serial number as well

Did you do a search on the postcode via the VM network checker site?

If they have network in your area but no infrastructure in your grans house this will go in your favour

Send the new SAR recorded delivery

Buzby

Regarding the SAR - it requires a fee (it costs £10) and only the account holder can apply. I had 2 concurrent Sky/VM accounts so having one is no proof of not needing the other - and 2 phone lines too Sky from Openreach and VM’s - but a quick postcode check on VM’s website to see if they can provide a service at the subject address is the first step. If yes, then it is a legacy service address - if not, then a slam dunk proof they are telling porkies!

As for billing a deceased person - not unusual, it was continued to be paid, and the bill payer should have notified the company of the new bill payer or ceased services. Imagine the furore if the stated bill payers demise caused household services to end without notice - the responsibility to change or update lies with the survivor, not VM.

D_M_E

You must complain to the ICO about the unfullfilled DSAR for a start.

Reply to the adjudicator along the lines that VM that VM have provided no evidence to back their case, there is absolutely no VM hardware/cabling/installation anything at the property, the phone line is a BT one and VM just rent it, etc. etc - better still if you can either visit one of their shops - if they still exist - or phone them and ask for their services at a different flat in the same block and see what they offer.
If they say internet only, no superfast broadband etc then you will know there is no VM service to the block and you would be in a much stronger position.

Have you tried doing an SAR to VM for both grandparents, one in each name?

Also one in the name they keep sending bills to "late grandfather c/o" might prove friutfull or give them a headache.

[Deleted User]

Buzby wrote: »

Regarding the SAR - it requires a fee (it costs £10)

This has been abolished. A SAR is free.

CardinalWolsey

OP, have you explicitly told VM what you actually want? I don't think I've read that yet in this thread. If you are after a refund of the TV portion of the bill since your Grandfather passed, something like 7 years (?), and the TV element was say half of the bill (let's average £25 over the period of the contract), then 7 (years) * 12 (months) * 25 (per month) = £2,100.

If you are confident in your assertions, issue an LBA for the above amount (or other amount that you deem reasonable and can demonstrate how you have calculated), before proceeding to MCOL. Remember, you can't ask for "compensation" because you are not entitled to betterment - only to be put in the position you would have been in had this "mis-charging" not taken place (so perhaps calculate an interest figure for the term of the contact as well).

Remember, you will be looking to convince a judge of your position, so it might also be worthwhile commissioning a local telecoms engineer to come out and inspect the premises and write a report that there is no VM infrastructure in place. The cost of that report can be added to the claim that you make against VM, but don't incur it until they have replied (or not) to your LBA.