Forum Discussion
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_C6 months agoForum 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?
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