Broadband lost for several hours on 14 Feb. When I phoned, a dalek said there was upgrading work going on in my postcode. It took my mobile number and promised a text when service returned, which was never sent.
Q1 - do I get any compensation for this broadband downtime?
I'll be honest with you, if the outage only lasted less than 24 hours, you wouldn't be entitled to a loss of service credit, as Virgin do not provide 100% guaranteed uptime on the service.
If the outage affected you for more than 24 hours, with a complete loss of service, then yes, you would be entitled to a loss of service credit.
Secondly, outages can be tracked through our service status page on my.virginmedia.com. In some cases, if the mobile number isn't correct, then the text wouldn't be sent. Also, I didn't know virgin sent texts confirming when an outage was resolved, so that's news to me.
Let us know if the problem has now been resolved though.
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Thanks Dan. I was aware of the service status info on Virgin Media. However it's impossible to check online when I cannot get on line. It seems the only time that service is available is when it isn't needed. The dalek repeated my mobile number correctly so there was no reason for the text not being sent.