Forum Discussion

CannonFoddr's avatar
CannonFoddr
On our wavelength
12 hours ago

Virgin media full outage & compensation

Firstly, the outage is still ongoing

All internet & TV were lost at around 9:40pm on Saturday night.

It is now Monday 1:30pm & still no internet etc.

Have had text stating it is expected to be fixed TOMORROW by ~1:00pm, so that'll be a total of ~64hrs without internet or TV, can't even watch any recordings

I have registered loss of service, so I guess by 9:40pm tonight I would expect this would count the start of compensation EXCEPT I've re-read the automatic compensation page online g it seems the fact that compensation is apparently if you have loss for 2 WORKING days

Is this right ?, surely compensation should be if loss for 2days regardless of whether work days or weekends. People work from home probably over the weekends, so loss of internet over weekends should be compensated .. shouldn't they ???

 

5 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 hours ago

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

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    9 hours ago

    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

  • goslow's avatar
    goslow
    Alessandro Volta
    9 hours ago

    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.

  • manki's avatar
    manki
    Just joined
    6 hours ago

    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