Installation damp
 

Hi all. Iv had some massive issues with Virgin media recently. See what you make of this....

1) Oct 2014-Virgin installed in 1st floor bedroom.
2) Dec 2014- Brown water dripping from internal Virgin box and mould appearing on wall.
3) Jan 2015- Virgin took responsibility and sealed hole outside which was not done properly at time of installation and paid for contractor to rectify interior, which he said only needed repainting.
4)Nov 2015-Wall very mouldy and paint cracked (now have an 8week old baby sleeping in here).
5) Dec 2015 - Installation mgr viewed mould and organised for surveyor to assess. He also gave me mobile number to keep in contact.
6) Dec 2015 - surveyor attended and looked for EVERY possible cause that it was being caused by my property!!! I complained to Virgin customer service that very same day to say he was not acting 'impartial' and I wanted a 2nd opinion. Installation mgr did not answer phone calls or reply to voice messages.
7)Xmas 2015- Area mgr did not answer 1 single phone call or ring me back. Phoned customer service at least 5times to complain as had no phone calls to update me of survey or my complaint about surveyor. Area mgr was not even replying to customer services either!! They sent emails to his mgr, who also did not reply!!
8) Dec 29th- I emailed Virgin CEO as still no phone call back from customer survives or mgr.
9) 31 Dec- phone call from CEO team to say damp in not caused by them and they will not take responsibility. My complaint isclosed and they will not send me the survey.

So, as you can imagine I'm fuming!!

Next stop for me is do have my own damp survey done and to contact CICAS.

Any ideas people have regarding legal avenues I should explore or opinions I should seek? Have contact CAB to ask what is a fair amount of compensation for their lack of customer care, aggravation at me having to contact them for updates and my young baby sleeping in these conditions, not to mention the cost of recifying it.
I also think it's important to expose the surveyor, as he's clearly just trying to keep Virgin sweet to maintain their contract.

Re: Installation damp
 

Pictures of the damp.
1} Shows original leak with brown water 2014
2} Damage today with mould and cracked paint.

https://www.cableforum.co.uk/images/...2016/01/28.jpg

https://www.cableforum.co.uk/images/...2016/01/29.jpg

Re: Installation damp
 

I doubt a cable entry would cause that amount of damp

Re: Installation damp
 

humidity seeks out the coldest part of a property. Your problem is that your property is insufficiently ventilated. The humidity generated from cooking and showering etc is heading to the hole in the wall created by the VM instal.

Re: Installation damp
 

Unless VM made a particularly massive hole, I'd be amazed if that was all that's going on there.

Re: Installation damp
 

I would get my own independent survey done then if the problem is caused by VM as you suspect, you could maybe contact your own Insurance to see if you have legal cover if not maybe an no win no fee. IMO I do not think an independent surveyor would risk his/her reputation in keeping VM sweet but I could be wrong. I suspect that it is now up to you to get an 2nd opinion as VM has already arranged a survey on your property.

Re: Installation damp
 

If the cable comes straight through the wall from the omnibox then it's unlikely that it is the cause of the damp. If however the cable just comes through the wall from some other point outside it should have a "drip loop" so that rain drips off rather than running into the wall.

Re: Installation damp
 

The cable wasn't properly sealed or had a drip loop on installation. Plus the hole was not drilled at an angle. The 2nd pic shows the amount of water that came through the little hole for about 3mths until Virgin sealed the hole and just repainted the wall. The hole was full of mould and the wall was already becoming mouldy (see spots of damp in pic).
I believe the plaster got damp and possibly trapped water behind which prevented it from drying out. When it got cold, the paint has cracked and mould grown again (see 1st pic).
I'm getting a damp inspection done this week.

Thank for your comments.

Re: Installation damp
 

I hope all goes well for you and you get it sorted soon. I must admit I will be interested in the results of the damp inspection and if VM are indeed at fault let's hope your claim against them runs as smoothly as possible. Good luck.

Re: Installation damp
 

alot of damage for a 8/10mm hole

Re: Installation damp
 

What are those yellow blotches on the skirting board?

Theres no way they could have come from the hole virgin made unless water was squirting through the hole in all directions.

Re: Installation damp
 

Could the blotches be nicotine washed out of wallpaper?
(Signs of a smoker in the household) lol

Re: Installation damp
 

I agree, I would say the damp has been caused by the fact that originally the hole wasn't sealed. It's now got to the stage where it'll need more serious work.

Re: Installation damp
 

No smokers in this house I'm afraid. I had a full building survey done in Aug 2014, which didn't highlight any areas of damp. The brown water is from staining either from the 140yr old bricks or rusted screws. The water dripped through the hole for 3mths until VM sealed it.
Had a damp contactor look at it today who believes the plaster should have been stripped last year and re-done, so was not given the chance to dry out, hence that cracking now.
Looking like VM are at fault, as they should have done more than simple 'repaint' the wall.
This is what is looks like under the box.

https://www.cableforum.co.uk/images/...2016/01/18.jpg

---------- Post added at 14:50 ---------- Previous post was at 14:39 ----------

http://http://i619.photobucket.com/a...psnmkzowok.jpg

---------- Post added at 14:53 ---------- Previous post was at 14:50 ----------

https://www.cableforum.co.uk/images/...2016/01/19.jpg

Re: Installation damp
 

Get a solicitors letter sent off to VM quick smart.

VM won't go to court over this, it's blatantly obvious they've messed up based on the pictures you've posted and they will settle. DO NOT get any more contractors organised by VM. When they do settle use that money to sort it out yourself.

Make sure to claim for ALL costs:

Time off work;
Damp contractor;
Get three quotes for the plastering and painting to be done, including mould removal;
Solicitors costs;
Phone calls etc

Re: Installation damp
 

For something like this it's not VM that will cover the cost... they will pay out... and then the contractor will re-charge the installer for the damages :(

Re: Installation damp
 

Thank you for your advice.
After initially refusing to send me the damp survey, as Virgin paid for it, they have sent it.
They've said the cause is penetrating AND condensation damp.

Let's see what CISAS thinks....

---------- Post added at 11:00 ---------- Previous post was at 10:58 ----------

That's a shame DJSADERS. They should take responsibility for those who represent them.

Re: Installation damp
 

Er they are. However the damp survey appears to imply that it has nothing to do with the installation. The installation may have made it worse however.

Re: Installation damp
 

In an older property penetrating damp can compromise the plaster and make it hygroscopic so that even when the original cause is cured the dampness continues. Often re-plastering is needed in the affected area.

Re: Installation damp
 

Was the wall and plaster dried out before repairs done? If the wall was painted whilst there was damp then this will have only made the situation worse. Painting over a damp surface will not cure the issue. Also the plaster might have needed to be replaced around the site of the damp if its that bad?

Re: Installation damp
 

Sort of correct.

Even if the plaster was dry unless it was sealed then any water stains will come through the emulsion paint.

Re: Installation damp
 

Sort of right, point is it needs to be dry

Re: Installation damp
 

What part of the above didn't you understand?

Re: Installation damp
 

They didn't dry the wall out before, just paid a contractor to paint over it.

Re: Installation damp
 

The contractor should have made sure the area was dry then sealed it against the water stain coming through again.

Re: Installation damp
 

Virgin have contracted out the installs and the install contractor has contracted out the repair.........I know where this is going.

Re: Installation damp
 

As VM didn't take any responsibility for this, I had to pay for the re-plastering myself at a cost of £300. I don't feel too bitter though, as Iv just opened up a complaint with Cisas, which will cost VM £355 plus VAT, so even if I'm not awarded anything from my complaint, at least I know I hit them in the pocket for more than what it cost me.

Re: Installation damp
 

Same thing has happened to my Dad after his install in November, he hasn't called them though.

Damp patch all around the VM box on the wall.

Re: Installation damp
 

The £355 + VAT that you quote that VM is that if you win the case?

Surly having the area plastered before the Cisas has looked at the damp.

Re: Installation damp
 

That's what has made the problem worse, needs drying, paint taking back to get rid of stain, repainting ect.

Re: Installation damp
 

VM are charged that money just for Cisas to investigate my complaint.
Stephen, you should tell your dad to contact them. Maybe this is happening more than being reported.

Re: Installation damp
 

Outcome:
Application sent to the Ombudsman. Virgin Media contacted me direct to settle the claim.
They offered to cover the cost of the plastering and give a month free on our tv package.
We accepted.
Shame it took that long to get what we were asking for from the beginning.

Case closed.

Re: Installation damp
 

Persistence pays off - well done.