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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
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Malicious disconnection of Phone line, Internt, TV


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Hi Everyone

 

A friend of mine has Virgin TV, Internet and Phone line, Big kahuna

 

On Saturday I rang him to see if he was OK, has serious heath issues.

 

Went to see him and nothing was working, phone line not working so on.

 

Anyway after a long phone call to Virgin this morning on friends behalf today

 

Found out that some one had Maliciously phoned Virgin saying my friend had Died sometime at the end of March this year.

 

Yes that's right told Virgin my friend was Deceased.

 

My friend is very much alive and kicking this morning.

 

I got Virgin to reconnect his telephone, Internet and TV within the next 48 hours or so and his virgin password had been changed.

 

Virgin media have my contact details as added back up.

 

I want to report this to the Police on my friend behalf, does anyone think a criminal offence may have been committed under one of the communication act, Just to add Virgin media where much help.

 

Any advice would be welcome .

 

Thank you in advance.

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I think the police wont like to get involved.

1. Alot of work to find out who made the call in the first place.

2. Call may have been genuine but for a different account and virgin cocked up.

3. Have Virgin confirmed any compo for shutting down his internet connection on the word of an unknown 3rd party?

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I would have thought that some contact details of the person asking for the account to be closed, would have been required by Virgin in order to send any final bills.

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Im beginning to see that this could be a genuine issue of mal administration on their part,

 

A SAR should provide details if push came to shove, but is it really worth it

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I think the police wont like to get involved.

1. Alot of work to find out who made the call in the first place.

2. Call may have been genuine but for a different account and virgin cocked up.

3. Have Virgin confirmed any compo for shutting down his internet connection on the word of an unknown 3rd party?

 

1: That's what I was thinking too

 

2: I spoke to 4 different department, 2 said someone had rang virgin media to say my friend had passed away, Notes had been made on the account virgin took it as a genuine call at the time...

 

3: The final person I spoke said they would ring me/my friend back at a later date to discuss what happened and any compo, my friend was too ill to speak to virgin this morning and priority was to get phone line working 1st then the rest of the services.

 

One problem this morning was the 2 of the people I spoke to where in a call center on the ofter side of the world and there English was bloody appalling .

 

I would have thought that some contact details of the person asking for the account to be closed, would have been required by Virgin in order to send any final bills.

 

You think they would have recorded the Malicious phone call maybe, I didn't think to ask at the time if any contact details where left by the malicious caller, my friend thinks he knows who it was that made the call to virgin...

 

Maybe a SAR at a later date may find out more.

 

Thanks again for All the replies.

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One odd point

 

My friends Virgin TV, Internet and Phone line, Big kahuna

 

Where All discounted sometime between 21:00hrs on Saturday 18th April and 09:00 hrs on Sunday 19th April ....

 

At the weekend !

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One odd point

 

My friends Virgin TV, Internet and Phone line, Big kahuna

 

Where All discounted sometime between 21:00hrs on Saturday 18th April and 09:00 hrs on Sunday 19th April ....

 

At the weekend !

 

It is all done remotely these days. When I have had problems in the past with services, they have not had to come out. They run some diagnostic test remotely and then do what they need to do.

 

The weekend thing is probably just the date of the account (related to last payment) or after having had the instruction.

 

Surprised there was no letter asking for the Tivo box, internet router to be sent back. I think with Virgin they don't come to collect and you just box it up, putting a freepost address for the post office to get it back to them (that is what I heard, but may be wrong)

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It is all done remotely these days. When I have had problems in the past with services, they have not had to come out. They run some diagnostic test remotely and then do what they need to do.

 

The weekend thing is probably just the date of the account (related to last payment) or after having had the instruction.

 

Surprised there was no letter asking for the Tivo box, internet router to be sent back. I think with Virgin they don't come to collect and you just box it up, putting a freepost address for the post office to get it back to them (that is what I heard, but may be wrong)

 

No letters have arrived to date and phone, Internet and TV are All still off as at 7pm today, despite their promises it will all be back on asap....

 

Another round of phones calls in the morning then or my friend and I will go to the local virgin media shop and see if they can sort it out ...

 

You think they would be able to remotely switch it All back on Faster....

 

Thanks again for taking time to reply, Cheers 45002

Please use the quote system, So everyone will know what your referring too, thank you ...

 

 

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