Forum Discussion

DonnyDriver's avatar
DonnyDriver
Up to speed
14 hours ago

Auto compensation not received for full outage

Long story short - had an outage that lasted 5 days. Auto compensation not applied. Been onto WhatsApp chat a few times to ask where my compensation is. Latest chat was on Monday and they raised a formal complaint for me and said credit to my account would be there within 24 hours - no it isn't.

Where do I go now? No point going onto WhatsApp chat again as they are useless. At what point can I go to the ombudsman - do I still have to wait weeks for nothing to happen?

compensation
complaint

7 Replies

    • DonnyDriver's avatar
      DonnyDriver
      Up to speed
      13 hours ago

      Finally fixed on 20th July - so does that suggest I'll get it tomorrow maybe ??

      • Cardiffman282's avatar
        Cardiffman282
        Community elder
        13 hours ago

        Yes you should. Whether you will is quite another matter. Raise a formal written complaint in the first instance if not. Keep the thread updated. 

  • goslow's avatar
    goslow
    Alessandro Volta
    13 hours ago

    VM gets two full clear working days to fix a fault before any compo starts. Thereafter the compo applies to full calendar days.

    Also, how did you report the outage to VM at the start?

    There are regular topics on here about VM not paying what is due under the compo scheme but also the scheme may sometimes not pay out as much as expected depending on exactly what timings and days of the week are involved.

  • DonnyDriver's avatar
    DonnyDriver
    Up to speed
    13 hours ago

    I've already got a formal complaint raised and a value of what I should expect to be paid. It equates to 3 days' worth of loss (5 - 2). I reported the outage to them on the very first day via the website and WhatsApp.

    • goslow's avatar
      goslow
      Alessandro Volta
      13 hours ago

      If you have the confirmation from VM you should get what is due but you may have to chase it. As per Cardiffman, your credit should be due from today onwards, one calendar month from when your service was restored.