Forum Discussion

SueB63's avatar
SueB63
Tuning in
5 days ago

Automatic Compensation Scheme

I've read through the terms and conditions for the automatic compensation scheme regarding landline phones.

  • a. The customer reports a Total Loss of Service (TLS) in relation to their Virgin Media fixed line or broadband service, including during the upgrade or downgrade of a tier of service when signing a new contractual commitment or following the installation of new equipment; and
  • b. following an engineer visit or remote testing and diagnosis, a TLS is identified and a fault is (or should have been) recorded on that line or service; and
  • c. the fault is not resolved by 23.59pm on the day two working days after the fault is reported by a customer (the “Payment Trigger Time”), unless the customer has requested a later date for repair. For example, if a fault is reported on a Monday, credit will become payable if the fault has not been fixed by the Payment Trigger Time of 23.59pm on Wednesday.

    I reported my fault on 15.03.2025. 
    The engineer attended on 18.03.2025 but it wasn't fixed. 
    He reattended on 25.03.2025 but still not fixed. 
    Then had an appointment for a cable repull for 23.04.2025. Not fixed and lost internet as well.
    Engineer attended on 25.04.2025 and fixed landline and internet

    I have been trying to speak to the resolution team about this, but have not been successful.  

    How is the best way to get this resolved? 






5 Replies

Sort By
  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    5 days ago

    Hello SueB63

    Thanks, you for taking the time to post in regard to the landline service issues experienced and for providing all of the details and dates, we understand the concern and apologise for any inconvenience caused during that time.

    You mentioned you have been trying to speak to the resolution team? Is there an open complaint on your account in regard to this issue? 

    Automatic Compensation is check and applied, as it suggests, automatically but we do have the option to request a manual referral if needed.

    • SueB63's avatar
      SueB63
      Tuning in
      5 days ago

      Yes I have an open complaint.  I raised a complaint as it was difficult to get through on the phone.


      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        5 days ago

        Thanks for coming back to us SueB63. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • goslow's avatar
    goslow
    Alessandro Volta
    5 days ago

    15/3/25 to 18/3/25 inc. = Payment trigger time = £9.76 (rates for 2024/2025)
    19/3/25 to 24/4/25 inc. = 37 payments @ £9.76
    TOTAL = £370.88

    (adjust accordingly if I have not understood your dates correctly)

    VM will, doubtless, try to claim some reduction for 'waiting for council permits' or something similar.

    VM has to credit your account within 30 days of your service being restored (so by 25/5/25)