Hi, I had total loss of services for over a week in February and was told I would receive compensation for it but never have. I've tried countless times to contact virgin but either get no response or a stupid waiting time. Can anyone here help with this please as I don't have time to spend hours on hold or waiting for a reply in a chat system.
Thanks
When were the exact dates of the outage?
When did you phone in to report the outage to VM?
When was the service restored?
The dates/details are important to work out exactly what is due to you as VM gets two clear working days to fix any fault before any compensation is applied.
Sometimes the compo can be quite small for an outage lasting a week depending on when each event happens.
Hi goslow
It went down on Friday 6th and was back Friday 14th. I spoke to someone via chat on the 7th and was told I would be compensated.
It went down on Friday 6th and was back Friday 14th. I spoke to someone via chat on the 7th and was told I would be compensated.
The compo applies to broadband and/or landline. 6 Feb was a Thursday. If you reported on Friday 7/2/25 ...
If you reported the fault on Friday 7/2/25, VM has upto and including all of Tuesday 11/2/25 to fix the fault. If it fails to do that, you get an initial £9.76 for the first few days of the outage (the payment trigger time). For each full day after you also get £9.76 (last financial year's prices) for 12/2/25 and 13/2/25
So three payments of £9.76 = £29.28
VM has some specific requirements as to how to report the fault. See last dropdown at the bottom of this page
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Not sure how 'chat' fits into this reporting requirement but, if you were told in the chat you would be compensated, you should follow through with your claim IMO. Hopefully you have a chat log as evidence.
Hi KerrySmsn 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about what's happened and the difficulties you've had when trying to contact us 😔
I can see you've recently spoken to the team about this matter. What was advised exactly?
If you could also please answer the questions asked by goslow, that'd be much appreciated.
Information on our Automatic Compensation Scheme can be found here.
Regards,
Daniel
I've tried 4 times to speak to someone and after waiting hours after passing security checks last night I gave up. So trying here instead
