Compensation for missed installs, delayed repairs, missed appointments
10-11-2017, 09:03
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#1
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The Dark Satanic Mills
Join Date: Dec 2003
Location: floating in the ether
Posts: 12,038
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Compensation for missed installs, delayed repairs, missed appointments
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The wheel's still turning but the hamsters dead.
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10-11-2017, 09:49
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#2
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cf.mega poster
Join Date: Oct 2009
Posts: 2,065
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Re: Compensation for missed installs, delayed repairs, missed appointments
..and who is going to fund this? The customer. Get ready for price increases.
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10-11-2017, 10:08
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#3
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Haggis Hunting
Join Date: Mar 2010
Location: Over there
Posts: 1,096
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Re: Compensation for missed installs, delayed repairs, missed appointments
Quote:
Originally Posted by RobboEdin
..and who is going to fund this? The customer. Get ready for price increases.
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So business as usual then.
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10-11-2017, 12:05
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#4
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CF's Worst Nightmare
Join Date: May 2012
Location: Probably outside the M25
Services: Sky Fibre Unlimited 40/10
Posts: 3,473
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Re: Compensation for missed installs, delayed repairs, missed appointments
At least VM has the loophole of all those congested customers on paper still have a working connection, even if if it is down to 1mbit and 80% packetloss.
Otherwise they would be going straight out of business with payouts
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10-11-2017, 12:18
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#5
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cf.mega poster
Join Date: Jun 2003
Location: Kairdiff-by-the-sea
Age: 68
Services: TVXL BBXL Superhub 2ac (wired) 1Tb Tivo
Posts: 9,812
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Re: Compensation for missed installs, delayed repairs, missed appointments
I'd be rolling in it if it was made retrospective for the past 2 years.
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10-11-2017, 13:15
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#6
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Cable Forum Team
Join Date: Jun 2003
Posts: 15,118
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Re: Compensation for missed installs, delayed repairs, missed appointments
Mixed feelings about this, on the one hand it may force VM and others to get some of their acts together but yeah, I agree this could just see extra price increases.
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14-11-2017, 08:19
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#7
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Still alive and fighting
Join Date: Jun 2007
Location: In the land of beyond and beyond.
Services: XL BB, 3 360 boxes , XL TV.
Posts: 56,308
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Re: Compensation for missed installs, delayed repairs, missed appointments
Quote:
Originally Posted by Mick
Mixed feelings about this, on the one hand it may force VM and others to get some of their acts together but yeah, I agree this could just see extra price increases.
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By stealth of course.
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“The only lesson you can learn from history is that it repeats itself”
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14-11-2017, 11:06
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#8
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cf.mega poster
Join Date: Aug 2009
Posts: 5,386
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Re: Compensation for missed installs, delayed repairs, missed appointments
Hopefully virgin start charging for customers who don't bother to stay in and for faults caused by stupidity
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16-11-2017, 12:55
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#9
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cf.mega poster
Join Date: Nov 2006
Location: West Herts
Services: Maxit + Movies/Sports HD (V6x2), BB350, Anytime Chatter. Freeview/Freesat HD, ASDA/Tesco PAYG
Posts: 1,853
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Re: Compensation for missed installs, delayed repairs, missed appointments
The inclusion of "Delayed installations" is also interesting. Does this mean VM are likely to declare more addresses as unserviceable if construction delays might result.
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07-04-2018, 17:21
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#10
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cf.addict
Join Date: May 2004
Posts: 244
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Re: Compensation for missed installs, delayed repairs, missed appointments
Do they have standard compensation rates already please?
As you can see from the news story on the front page, the industry have have agreed to the OfCom process, but it will take 15 momths to implement automatic compensation. Until then is it still pot luck?
We had installation of the phone line delayed by a week and a missed engineer appointment where we waited in all day, but no offer of anything.
Many thanks
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07-04-2018, 17:34
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#11
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 68
Services: With VM for BB 250Mb service.(Deal)
Posts: 11,655
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Re: Compensation for missed installs, delayed repairs, missed appointments
Quote:
Originally Posted by MrB
Do they have standard compensation rates already please?
As you can see from the news story on the front page, the industry have have agreed to the OfCom process, but it will take 15 momths to implement automatic compensation. Until then is it still pot luck?
We had installation of the phone line delayed by a week and a missed engineer appointment where we waited in all day, but no offer of anything.
Many thanks
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No.
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31-01-2019, 16:13
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#12
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cf.member
Join Date: Oct 2008
Posts: 48
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Re: Compensation for missed installs, delayed repairs, missed appointments
An engineer missed a 4-7pm appointment yesterday - didn't bother ringing until 8pm saying he was running late (I'd gone out by then).
VM not even vaguely interested in offering any credit, so looks like the OFCOM "consultation" has achieved nothing.
By contrast my energy company issued £30 for each appointment missed by the meter reader (solar FIT meter inside house) without me even asking.
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31-01-2019, 16:24
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#13
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cf.mega poster
Join Date: Jan 2008
Posts: 10,061
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Re: Compensation for missed installs, delayed repairs, missed appointments
Quote:
Originally Posted by jb66
Hopefully virgin start charging for customers who don't bother to stay in and for faults caused by stupidity
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When VM first took over they tried levying a £10 charge for missed appointments, but had to drop it. They tried it with me and I got it refunded (it wasn't my fault, but i'd still refuse to pay it even if it was).
---------- Post added at 16:22 ---------- Previous post was at 16:19 ----------
Quote:
Originally Posted by MrB
Do they have standard compensation rates already please?
As you can see from the news story on the front page, the industry have have agreed to the OfCom process, but it will take 15 momths to implement automatic compensation. Until then is it still pot luck?
We had installation of the phone line delayed by a week and a missed engineer appointment where we waited in all day, but no offer of anything.
Many thanks
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Under the old owner, any broadband outages I had received a compensation payment for the loss of service, inconvenience etc. When Malone bought VM, they stopped this and started to pay a pro rata amount for the number of days lost and stated "we don't pay anything for inconvenience" and knocked off a quid or something ridiculous. Thankfully Ofcom will be changing this, so hopefully the situation that you describe will be a thing of the past too.
---------- Post added at 16:24 ---------- Previous post was at 16:22 ----------
Quote:
Originally Posted by Mick
Mixed feelings about this, on the one hand it may force VM and others to get some of their acts together but yeah, I agree this could just see extra price increases.
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I think that it will be the former rather than the latter myself. VM will charge the maximum that the market will stand regardless of their outgoings.
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