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virgin media compensation i recieved for their own faults:


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Hi Guys, I would like your thoughts on the following please:

re: compensation that VM have given me:

My virgin phone line was somehow disconnected when i had a service engineer fix my Vbox on the 11th Jan, VM got another service engineer out to have a look at the problem and they said the cables have been damaged and rain water has seeped in hence the loss of service. they originally promised to fix this on the 01 feb, leaving me with 22days loss of service, apparently they have to get the council involved just incase they need to dig the pathways etc. i rang again on the 14th complaining i want an earlier and was promised the 29th Jan, so had no option but to take it. i rang on the 28th to make sure they were coming out and to my surprise the agent i spoke left notes but didnt actually book the appointment!! so they transferred me to the bookings line i spoke to 2 agents in the indian callcentre telling me that they could get someone out that mon 31st jan, i was suspicious as i was previously told it can take 2 weeks 4 appoint so made the agents aware of this and they both reassured me so they went and booked it.

That night i came across VM internet forum and posted all this on there to which i got a reply from the staff working on the forum telling me that the 2 agents gve me incorrect info and its a specialist engineer that does cable repulls so the next avail appoint was the 10th of feb.

on the 09th i got a visit from an engineer to pre assess the damage n cables and was told that coz my gardens full of concrete they wont touch it basically so he said we need a new V point on the pathway closer to the cable box and need the construction team out to do this first so he promised they would come out on the 15th feb. he gave me his mobile numb and told me to call him once the point had been moved so he can come and do the repull.

the original service guys assessed the cables and clearly saw the concrete on the floor but didnt bother raising this issue at all otherwise my line would have been up and running ages ago!

The 15th feb came but for some reason the construction guys didnt ?!!! i rang the engineer twice, 1st he said he will chase it up and will definately be done that day and 2nd tym i rang was 4hrs later and he said "give me a minute and i will call you back" but never did! so i had ring em again, no one knew what was going on so i posted on the forum again and was told that an appointment for the construction guys and repull was booked in for the 18th feb!

n whilst all of this was going on i put a request in for a new remote on the 14th jan coz mine wasnt responding, i spoke to 5 ppl about this including a manager and 5 weeks later i got one.

so in complete and utter frustration i emailed the CEO to tell him about the kind of people that he employs and also the probs i had. i went into precise detail and my email ended up being more than 4 pages on a word document. lol!

i got a very rapid response from him apologising and saying he will get his office on the case asap. 3 hours later a guy 4rm his office rang sincerly apologising and promising me coz of all of the troubles that my phone line will be fix by the end of the next day, being 17th feb. he gave me his direct line just incase there was any probs.

i got a call from the bookings team the next morn saying ther confirming an appointment for the 18th!! so i rang the guy that called me and he said thats a routine call what were doing is a special request and the phone line will be back up by the end of the day no matter what. coz it was 12pm and no one had come yet he said leave it with him and within half an hour i had an engineer at my door followed by another van and a further 2 engineers.

we discovered that a new point was not necessary as they dug a small part of the concrete on my garden next to the old point and fixed a new cable in and pulled the wire and connected it to the cable box. so really it cud av all bin done on the 29th jan!!!

The engineers took 2.5 hours but fixed my phone at the end of it but in between they discovered that it was an internal fault, cables at the side house leading to the telephone point were cut, the phone line cable was damaged by the service engineer, and when they originally came and put the installation in they didnt do a good job they did a proper cowboy job and the problem started coz of that and lastly the engineers left live wires hanging out!!!!!!! (which cud av set fires at any point as its been raining quite a bit since then)

but what i would like advice on is that this guy offered me compensation. Hes given me 6months free phone line and compensated me £30 for the mobile calls i made to them in between as i didnt make more than £30 worth of calls to them.

I am a honest women so i wouldnt lie abt the calls etc and altogether it comes to about £105. but do you guys think this is enough for being out of service for 35 days? and not forgetting that it was their fault not ours!

i am now 35 weeks pregnant and i have been doing alllllll the chasing around, given myself stress, we have 8 people living in the house and only my mobile was thoroghly used as the others had work/ college and i dont normally live here.

we missed alot of calls coz of their fault and negligence and boy was it a big bloody hassle!!!!

i told the guy from the CEOS office that i was ok with this but truthfully and now that i think about it am not!!!!!!! so please help and give me your opinions. and if this is not enough how should i go abt it? direct phone o email??????

Thank you for your help !!!

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