Forum Discussion

Alami's avatar
Alami
Tuning in
17 days ago

How to get compensation for non-working home phone?

My 91 year old mother's home phone has been out of order for 2 days now. She's very vulnerable & I have no other way of contacting her. Virgin have still not fixed the issue, & I've tried for 30 minutes to actually get through to a HUMAN BEING on their useless customer service line, but it's just one chatbot after another, & each one of them puts the phone down on me & sends me a text which is nothing to do with my query! 
I want to know:
A) How to claim compensation for my mother's loss of service - her landline is very expensive - and
B) How to make a complaint about Virgin Media's appalling customer service? I tried the complaints form on this website but it doesn't work; none of the fields after the first 2 could be completed. How convenient! 🙄
I'd be grateful for any ideas, thanks!

home phone
service not working
  • David_Bn's avatar
    David_Bn
    Forum Team
    17 days ago

    Thanks for reaching out to us Alami, and welcome back to our Community Forums!

    Sorry to hear of the issues experienced with the landline services at your Mother's property.

    We would advise that referring to our Service Status Checker or calling our Service Status Line (0800 561 0061) would suffice in advising us that a service issue is at play.

    There is also the option to check the local area for outages via the self-care account of the effected address, if the account holder has access to this.

    Are we currently advising of a local area outage in the area, or has this fault been identified as one that's at the property and needs either diagnostics to be ran, or a potential engineer visit?

    Thanks,

    David_Bn

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    14 days ago

    Compensation should be applied automatically from the end of the second working day after you reported the outage. If it is an area fault this compensation will be triggered from the end of the second working day after VM detected it.

    Is your mother registered with VM as vulnerable? Registered customers should get priority repairs. If not registered then it can take a week to get a tech visit.