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About wits_end

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  1. Thanks for your reply Bankfodder, they have sent me a copy of their terms and conditions which I'm looking at. It may come down to how to interpret their terms regarding consequential loss and their responsibilities. Perhaps I can PM you with them? I've also complained to Ofcom today who took the details to "monitor the industry but can't respond to individual complaints" Ofcom also said on the phone that there is "no stipulation or legislation regarding timescale for installations." I was surprised by this as a whole year seems unreasonable. It is quite a complex chain of responsibility involving Virgin Media Business, their sub-contractors Kelly's and of course the council who give them permissions - but more than a year once they've accepted the order?
  2. Just tried Ofcom and gave them the details for their industry statistics, but they can't resolve individual complaints. Ofcom also say there is no stipulation or legislation regarding timescale for installations. Trying CISAS next. Good ideas to charge for missed appointments and to only pay the original quote for the installation. Any other ideas?
  3. Hi, What do you think I should do? I ordered Business Fibre 152mb broadband in January 2015 Virgin required a £230 deposit which I paid. It is now a year later, hundreds of emails and hours of calls and 6 missed apointments and we seem no closer to an actual installation. Costs initially escalated from £60 for the install to a couple of hundred, and 2 months in I opted for a government Connection Voucher to cover it. Since then they have continued to rise and I've continued to agree to them as they are still less than the grant. Highlights include: a 3 month wait while Virgin was emailing the wrong email address to get the installation started being asked to pay £3895 excess costs which turned out to be a basic algebra error resulting from adding the £3000 connection voucher grant and actual £895 costs together waiting for contractors to not show up to do work on 6 different weekends I made a formal complaint in October and have a reference for it, but all the complaints department do is chase their Manilla call centre to give me an update, which typically doesn't contain any information. It has been a very frustrating year and the practical and financial impact on my business is huge. There is also no sign this is going to end with Virgin actually getting round to the installation... I've thought about complaining to CISAS, which is the ombudsman Virgin Media seem to be linked to, what should i be asking them for? Is there anything else I could do?
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