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SheCla24's avatar
SheCla24
Joining in
11 months ago
Solved

Need to claim loss of phone service

How can I contact to register for compensation for home phone loss nearly 3 weeks now. Can’t get through to virgin! A known fault they keep advancing the date it’s going to be fixed

  • goslow's avatar
    goslow
    11 months ago

    You need to phone in the fault to report it or use one of the automated tests (such as the automated service status number 0800 561 0061 or online tests in My Virgin Media and have them acknowledge a fault).

    VM gets two clear working days to fix the fault before any compo applies. VM has to credit your account with any compo due within 30 days of the fault being fixed.

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    11 months ago

    Thanks for reaching out to us SheCla24, and welcome back to our Community Forums!

    Sorry to hear of the landline phone issues you have been experiencing.

    We would advise that any attempts to check for any local area outages would register for a loss of service claim for you.

    If the known fault is still active, compensation wouldn't be issued until this is marked as fixed.

    Thanks

    David_Bn

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        11 months ago

        We do appreciate the frustration with that SheCla24.

        I'm sure the team are working to resolve this as quickly as possible. 

        ^Martin

  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    You need to phone in the fault to report it or use one of the automated tests (such as the automated service status number 0800 561 0061 or online tests in My Virgin Media and have them acknowledge a fault).

    VM gets two clear working days to fix the fault before any compo applies. VM has to credit your account with any compo due within 30 days of the fault being fixed.

  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    Broadband and/or phone under the OFCOM auto comp scheme. TV service isn't included in the auto-comp scheme.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      11 months ago

      Thank you for pointing this out goslow. 

      You can read up on the policy here if anyone wanted to