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pyrotenax
Fibre optic
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Virgin Media could be going bust ...



"Customers would be entitled to automatic compensation, without having to go through a potentially lengthy and difficult claims process," the regulator said.

They would receive either a cash payment or a credit on their bill, with the level of payments set by Ofcom.

The proposed scale of charges would be:
£10 for each calendar day that the service is not repaired

£30 for any time that an engineer fails to turn up for a scheduled appointment, or that it is cancelled with less than 24 hours' notice

£6 for each calendar day of delay at the start of a new service, including the missed start date.

Read more ....

Ofcom plans instant payback for broadband woes - http://www.bbc.co.uk/news/business-39377492



Running ASUS RT-AC88U with Asuswrt-Merlin firmware
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Dave_cq
Problem sorter
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Re: Virgin Media could be going bust ...

A previous post has covered the non-story pyro  http://community.virginmedia.com/t5/Speed/Good-news-if-your-net-goes-down/td-p/3377461  but I'll believe it when I see it when any decision is made at the end of the year.  Ofcom are totally useless and ineffectual, so don't expect any miracle cures anytime soon.

 

 

********** SuperHub 2ac - Asus rt-ac68u Router - 70Mbit Service ***********

Electron
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cje85
Knows their stuff
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Re: Virgin Media could be going bust ...

This wouldn't apply to peak-time slowdowns, you'll only be entitled to compensation if the connection goes down entirely.

Customers would be entitled to automatic compensation, without having to go through a potentially lengthy and difficult claims process, whenever:

  • their landline or broadband is not fixed quickly enough after it has stopped working; or
  • their new landline or broadband service is not up and running on the day promised; or
  • an engineer doesn’t arrive for an appointment as scheduled.


https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/automatic-compensation

Also on Page 17/18 of the full consultation document it says that Ofcom "..stand by our initial assessment that automatic compensation is unlikely to be an appropriate remedy to help improve the speed of a consumer’s access line or actual throughput speed. We therefore do not propose to assess the case for intervention with regard to service degradation involving broadband speeds at this point."

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shanematthews
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Re: Virgin Media could be going bust ...


cje85 wrote:

This wouldn't apply to peak-time slowdowns, you'll only be entitled to compensation if the connection goes down entirely.

Customers would be entitled to automatic compensation, without having to go through a potentially lengthy and difficult claims process, whenever:

  • their landline or broadband is not fixed quickly enough after it has stopped working; or
  • their new landline or broadband service is not up and running on the day promised; or
  • an engineer doesn’t arrive for an appointment as scheduled.


https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/automatic-compensation

Also on Page 17/18 of the full consultation document it says that Ofcom "..stand by our initial assessment that automatic compensation is unlikely to be an appropriate remedy to help improve the speed of a consumer’s access line or actual throughput speed. We therefore do not propose to assess the case for intervention with regard to service degradation involving broadband speeds at this point."


"their landline or broadband is not fixed quickly enough after it has stopped working"

This is where most people will come unstuck, there is no SLA on repairs on a residential connection, so the ISP and ofcom would need to agree on an "acceptable" timeframe depending on the reason for the outage, and this is likely to be a minimum of about 3 working days, if not longer before its deemed "too slow"

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