Forum Discussion

golden86's avatar
golden86
Dialled in
11 months ago

How to register for total loss of service?

What's the actual way to register for total loss of service either broadband or telephone? The status in my all reports problems, but there isn't a register button just a button to a FAQ page which doesn't exactly say either how to register for automatic compensation. 
It almost feels like it's deliberate that we don't register so VM can have an excuse that we haven't registered properly and avoid paying compensation

 

  • Client62's avatar
    Client62
    Alessandro Volta

    Most folks are more focused on calling 0800 561 0061 to find out when the service will be restored.

  • Hey golden86 Thanks for reaching out to us on here via the Virgin Media Community forums. 👋🏼

    I'm so sorry to hear about the struggles you're having with registering for the loss of service credit.
    You can register here for loss of service credit, please also note down that loss of service credit is automatically applied as per our regulators. 🧾

    If you do need more information about this, let us know and we can assist going forward. 😇

    Kind regards,
    Ilyas.

    • golden86's avatar
      golden86
      Dialled in

      Thanks for your fast reply but the help page you pointed to is very misleading, it doesn't "register" it. Just talks about it but no clear button to help us customers register it. The status checker in my virgin app has "find out more" button rather than registe. 

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team

        Thank you for the reply golden86 🙂

        Apologies for that, I've done a bit of digging and have found a better article which will help, which can be found here.
        The loss of service credit is done automatically and there isn't much you have to do on your end.

        All information can be found above. 🧾

        Kind regards,
        Ilyas.

  • Hello,

    The above information does not appear to be correct. The information in the link above states that we must register loss of service before being eligible for compensation.

    My service has been extremely poor for several days now and I cannot find the link to register loss of service anywhere! The article just states that we can register loss of service "online".

    Therefore - please accept this message as me registering my loss of service. If this is not correct, please inform me the correct please to register immediately.

    Many thanks,

    Jason.

    • John_GS's avatar
      John_GS
      Forum Team

      Hi jasonjasonjason 

      You've said the service is 'poor' so this whilst we're sorry for any issues, does not constitute loss of service. 

      I'll send you a PM now to assist further.

    • goslow's avatar
      goslow
      Alessandro Volta

      A total loss of service is defined in point 16 below

      https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

      The compensation for a TLS only applies to broadband and/or landline phone (not TV).

      I had understood the 'online' reporting reference to mean using the service status test within 'My Virgin Media' which may report a fault. I had also understood the automated service status number 0800 561 0061 would log a fault if it reported a TLS was present. I could be wrong on this though.

      The last drop down at the bottom here

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

      states that reporting on forums will not count.

      You may not have access to any of the above in a TLS. Your best bet is to phone in any TLS fault IMHO for the purposes of compensation (using a mobile or another line).

      Once you have done that, keep detailed notes of VM's responses and time taken to repair. VM's payment of automatic compensation is sometimes not quite so 'automatic' when reported in topics on here.

      The two working day wait means that often customers will be due no compensation even with an outage of a few days (such as over a bank holiday weekend).