Forum Discussion

MORRIJOE's avatar
MORRIJOE
Just joined
20 days ago

Compensation process

Could someone kindly advise me on the compesation process?

I've just had my WiFi installed after 142 days after a number of cancellation of install dates!   

2 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    19 days ago

    Hi MORRIJOE 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about your experience getting installed! That's certainly not the kind of experience we aim to provide. 

    As you've had a pre-install issue, it may be that you already have a complaint raised and sitting with the pre-install team (You can check here to view any ongoing complaints 👉 https://virg.in/mycases ) - the team will get back in touch to discuss your final resolution now the installation has been completed.  

    Now you are all set up and installed, any compensation will automatically be assessed and applied in line with our Auto-compensation scheme. You can find full details of this here 👉 https://virg.in/autocomp . If you believe there's been an issue with the calculation, please let us know and we can always raise a manual review of this if needed. Once applied, the auto-compensation will sit on your account as credit and be used for your next generated bills. If you'd prefer this is sent to you as a lump sum via cheque - please let us know! We can then arrange this for you. 

    Thanks for your patience whilst we get these last parts of your installation issues resolved. Let us know if you have any further questions, or issues we can help with! 🌞