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pawelw's avatar
pawelw
Tuning in
5 months ago

Compensation for loss of service when reported late/not sure when it started?

I've been away for a couple of weeks and came back to discover that my broadband is down - the online diagnostic tool says there is no signal in the cable.

I can't be 100% sure this is the cause, but apparently 9 days ago a VM engineer was around for one of the other flats in my building and I think it's likely they messed something up then with the cables outside, as it's a total mess out there and it has happened before. If this is the case then it would mean the service has been down for 9 days at least.

I'm going to try to speak to VM today, what's the best way to approach this in terms of any compensation as obviously I'll be reporting it late, or will they be able to see at their end how long it has been down?

7 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Unless you can pinpoint the start of a continued outage, how will you sustain a claim for loss ?

    • pawelw's avatar
      pawelw
      Tuning in
      5 months ago

      Well, that was kind of my question, would they be able to see at their end when it started.

      I can see some warnings and critical errors in my hub log, but they are sparse and earliest is from 6 days ago.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 months ago

    It has been said here in the past that the compensation starts 48 hours after the fault is reported.  I suppose VM or any other provider would say that they can't fix a fault they don't know about. 

    • pawelw's avatar
      pawelw
      Tuning in
      5 months ago

      Thanks. I've just booked an engineer visit for 30th which is the earliest date I can do. Were does this leave me in terms of compensation? Does it count from today which is when I reported it?

  • goslow's avatar
    goslow
    Alessandro Volta
    5 months ago

    You have to report the fault to VM to start the compensation process running. The best way to do this is to phone in. I think that it might also be possible to log the issue if you run tests from within 'My Virgin Media' or the automated service status phone number and if either service does acknowledge a fault is present.

    We see regular topics on here where VM fails to pay what is due under auto comp, or tries to reduce auto comp pay-outs, even when the customer has followed the correct notification processes.

    I would say you are only likely to be due anything from the point after you report the total loss of service to VM.