Forum Discussion

raffas's avatar
raffas
Joining in
10 months ago

What sort of compensation should I be trying to get for two months of intermittent Internet?

So today (week 😎 another set of engineers came over.

1 hour later they said they couldn’t fix it and construction was needed (I was told also told this 6 weeks ago).

It’s now 8 weeks where my internet will drop out probably 30/40 times a day.

As I work from home this is kicking me out of my VPN meaning I won’t receive calls.

I’ve been told I can’t get any compensation until it’s fixed.

But my problem is that I’ve now paid two months worth of a service I’m not getting.

What should I be looking at?

I currently took out a new contact 3 months ago for 350 broadband at £26 for 12 months and then £38 for 12 months.

3 Replies

  • goslow's avatar
    goslow
    Alessandro Volta

    The auto-comp scheme

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    only covers a 'total loss of service' for phone and/or broadband.

    VM will argue you won't qualify for anything if you have an intermittent or degraded service (even if the degradation is so bad as to make the service unusable).

    You would need to put in a formal complaint to VM first of all to demand VM compensates you for the poor service and failure to repair (which, in all likelihood, will be fobbed off)

    https://www.virginmedia.com/help/complaints

    before escalating to the ombudsman via the timescales and processes below

    https://www.commsombudsman.org/our-process

    You will need to collect evidence of your poor quality connection so set up a BQM to track your connection 24/7

    https://www.thinkbroadband.com/broadband/monitoring/quality

    Also speak to Citizens Advice on how to proceed as there will doubtless be other aspects of consumer law which apply if VM is failing to give you the service you signed up for.

    You are unlikely to receive a reply from the VM forum team here in ‘Tech Chatter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team

      Hi there raffas 

      Thank you so much for your post and welcome to the community forums, it's great to have you here.

      I am so sorry that you have faced this issue with your service and thank you again for updating. Can I ask if the engineer stated if they would let you know when the outdoor work has been booked?