Cable Forum - Fault Compensation

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Fault Compensation

Greetings all! :D

I was hoping to get some advice regarding compensation from VM after a fault with my phone line, short details are...

. VM cable to my house holds 2 phone lines
. neighbour signs up to VM, install engineer splits my line (fair enough).
. engineer finds that the spare phone line is faulty, and in order to sign off the install, gives them my working line and switches me onto the faulty line (not fair enough), i was told this by the engineer who came to fix it and has not been refuted by VM when i complained in writing.

. to fix the problem took 8 callouts by various cable engineers during which time the phone was unusable for 3 months.

VM have said they would call about compensation but haven't since it was fixed 3 weeks ago so i'm going to write and ask for compensation for:

3 months no phone.
3 wasted saturdays waiting for engineers.
3 months worth of having to use my mobile when calls should have been free.
and finally the fact that it was done on purpose for them to sign off a new customer install.

I understand they're going to offer 3 months of phone line rental, but would it be unfair of me to ask for a discount upgrade on my BB from M to L instead, say for a permanent Ãƒâ€šÃ‚Â£4 a month instead of Ãƒâ€šÃ‚Â£7?

Sorry for the long gripe on my first post :)

Re: Fault Compensation

I would suggest your better approach would be to work out financially what you did loose by not having the phone line and instead incurring costs on your mobile. One you have that, plus the cost of your landline phone rental that gives a basis for assessing your real loss.

To ask for an indefinite period of cheaper service won't happen. You may get a discounted service for a few months but that would be about it. You may be better off asking for a credit to your account in excess of the financial losses you can account for.

With domestic services there is no service level agreement, and thus no entitlement to "compensation", anything you get would be a goodwill gesture.

Re: Fault Compensation

The problem is I can't quantify most of the losses, i don't get itemised billing on my mobile nor can i really attribute a value to wasted days or the fact that the engineer broke my service on purpose, which is what annoys me more than anything else.

I think i'll guesstimate a figure and see if they'll be reasonable.

Many Thanks.

Re: Fault Compensation

You will get a credit for the time you was without the service

Re: Fault Compensation

Quote:

Originally Posted by Chimaera_5 (Post 34525682)

I understand they're going to offer 3 months of phone line rental, but would it be unfair of me to ask for a discount upgrade on my BB from M to L instead, say for a permanent Ãƒâ€šÃ‚Â£4 a month instead of Ãƒâ€šÃ‚Â£7?

I certainly agree because of the time taken they should consider something more than just the line rental credit.

However even if they do this it will be a lump sum adjustment. There is no was to give you a monthly service charge apart from what is on the official price list, so no you couldn't get them to do an upgrade for Ãƒâ€šÃ‚Â£4 instead of Ãƒâ€šÃ‚Â£7

Re: Fault Compensation

Quote:

Originally Posted by Chimaera_5 (Post 34525682)

They're offering 3 months phone rental? around Ãƒâ€šÃ‚Â£30 + for the shoddy way you've been treated?

I would think you're certainly entitled to more, whether that " more " is Ãƒâ€šÃ‚Â£4 per month instead of Ãƒâ€šÃ‚Â£7 per month I do not know.

I suggest escalating a complaint then contact cisas online if virgin dont come up with what you feel acceptable, I am sure you will get more than Ãƒâ€šÃ‚Â£30 back.