Virgin media full outage & compensation

Yes, compensation starts after 48 hours of total loss of service.  

Hello CannonFoddr.

Thanks for your first post and welcome to our community.

We're sorry to hear about the current loss of service. 

Adduxi is correct with the first 48 hours not being counted.

When you checked our service status page, did you see any reference numbers beginning with F00?

If so, we can check the status here and see if anything has changed.

Gareth_L

VM gets two full working days to fix the fault before any compo applies. Once the two full working days is up, you are due an initial payment of £9.98 for the first few days of the fault (the 'payment trigger time' which is VM's window of opportunity to fix the fault). After that it is £9.98 per full calendar day that you are without service. The compo is for landline and/or broadband (TV is not covered by the scheme).

Do keep detailed records as you go along of everything that happens (emails, texts, tech visits etc.) as VM has been known to invent its own criteria for pay-outs (to VM's benefit) rather than following the OFCOM requirements for compensation in all cases.

hi

good luck with getting any kind of compensation from VM.  i had a problem with my landline (it wasn't working at all dead line etc) with intermittent broadband. 3 tech visits were booked and 3 times the engineer went to the wrong house which VM tried to bill me for at £25 a pop.  I missed a family funeral, my daughters prom and spent a ridiculous amount of time going from dept to dept trying to get it fixed and change my address.  

long story short i got an email telling me that i was due around £9.98 per day for the outage (the problem was there for over a month ) and when i called AGAIN to get a remedy i was put onto a new contract without being verbally told it was a new contract and BINGO that got VM out of a MASSIVE bill credit.

when i actual;ly noticed the email and called up i was told that nothing could be done i had accepted the 'new contract 

Well it's Wednesday, still getting texts stating 'we're working on it.. fixed tomorrow by 1pm' & still TOTAL blackout for me & my neighbor.

(now totalling 4 days with no internet,phone or TV - 1 tv can get Freeview so that lucky - my Mum can still at least watch her soaps. the other not so)

In work  (the ONLY place I can get internet - although it's VERY restricted to what sites I can view) - I see it's not just my area that's affected.

 According to online newspapers it looks like anyone using virgin are having problems logging in, some customers have 'total blackout' (this is from Birmingham post article) & despite articles state that Virgin has 'fixed the issue, but a small percentage are still affected' I think virgin is just hiding the fact that it's a little more than 'a small pecentage'

Come on Virgin, pull your finger out. I've been with you since you use to be Cable&Wireless because you were reliable

 Even when we had that worldwide internet outage due to a security update earlier in year - THAT was fixed within 2days

At least be honest and say what the problem is instead of stringing your customers along with broken promises that 'tomorrow it'll be fixed' but then say 'nope possibly next day'