Hi. I've had no Internet or very patchy connection that only lasts a few minutes since May 3rd. I've signed up for repair updates as its a problem in the area. They have moved the repair date 8 times.
I've contacted chat help who have told me it won't be moved but it gets moved again. New date went from the 15th to the 20th. That's over two weeks. What is going on? Can someone actually help?
Any dates you get from VM are nothing more than estimates, hence they keep moving! The automated service status number 0800 561 0061 is supposed to give the most localised info. You can use it in conjunction with your other notifications to keep track of the issue.
Keep very detailed notes and records of everything as you go along.
The compensation scheme covers a 'total loss of service' (TLS). VM will often try to dodge paying out, based on topics on here, by claiming the fault is intermittent (even when the customer cannot get any connection at all at their location).
If you have a TLS, phone that in to report it as such. One of VM's other means to avoid paying is to claim that the fault was not logged by an approved method. See
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
and
https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation
This is standard VM practice. They don't know when the work will be finished, so they just tell you new dates over and over again.
You will be entitled to compensation under Ofcom rules, but they may try to fob you off with a 'goodwill' payment. Don't be taken in.
https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/
Thanks! This is really useful.
They've been really hard to get in touch with and then fob me off with the same assurances that aren't true. Terrible service. Hopefully I'll be properly compensated.
Forum TeamHi pancaketfox 👋
Sorry to hear you are currently affected by a local outage. We appreciate these kinds of faults can be frustrating - particularly if the fix time/date changes.
Our service checkers 👉 https://virg.in/service or by calling 📞 0800 561 0061 will provide the most up-to-date information available regarding the outage and it's current estimated fix. These can change or develop as the area field team investigate, identify the cause of the issue and arrange any works needed to resolve it.
Sadly as long as there is a known local outage affecting your service we are a bit limited on any further support we can offer. However, if you continue to experience issues and there's no longer an outage listed please let us know! This can indicate an alternative kind of fault.
In terms of compensation, we have an Auto-compensation scheme 👉 https://virg.in/autocomp which automatically assesses and applies credit for a total loss of service, wherever the eligibility criteria is met. You can find full details in the link provided. If for any reason you believe that an auto-compensation assessment has been incorrect, just let us know and we can always arrange a manual review if needed!
The only thing further we can do is ensure that you have registered the outage on your account, and help get a complaint raised with your feedback. I will send you a PM to confirm a few account details and offer further support with this.
Thanks for your patience in the meantime! 🌞
