I initiated a broadband transfer from Virgin Media to Facto, scheduled for February 15th, 2024. Despite confirming availability, the installation was never completed and was deemed too challenging for CityFibre engineers. For context, I live in a densely populated area in the Midlands, not the Outer Hebrides. Over a frustrating two-month saga, I encountered significant disruptions, including multiple missed engineer visits, poor communication, and considerable financial inconvenience.
Initially, I was reassured that the installation would be completed promptly. This assurance was reiterated later when I was told that my out-of-pocket expenses for the necessary extension to my Virgin contract would be credited back to my account. Unfortunately, not only has the installation not been completed, but the promised reimbursement also cannot be processed as they can't credit an account that doesn’t exist. Despite proposing alternative reimbursement methods, it appears they have no intention of resolving the issue.
To be clear, I was not seeking compensation for inconvenience or distress, but simply reimbursement for out-of-pocket expenses of £65, directly caused by their failure to deliver the agreed services. I am now left to foot the bill due to their shortcomings.