Forum Discussion

footballkiwi's avatar
footballkiwi
Joining in
16 days ago

Shocking service

I want to complain about the disgusting service I have received from virgin. My fibre was installed and live on 30th December, and five days later the fibre went dead.

I have had an engineer visit on 6th who was not able to repair. And now here I am 4 days after the service went dead, and still no repair.

Virgin will not even tell me what the status is and timeline for my broadband to be back online.

On top of this I emailed virgin complains, and they said I wouldn't be eligible for compensation! When clearly after two working days of full loss of service you receive just under £10 a day.

Absolute disgrace.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    16 days ago

    You will of course be entitled to compensation for loss of service after the first too full days. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    15 days ago

    Note if you are still within 14 days of the activation day, you can cancel the whole contract under the "cooling -off period" rules and not have to pay anything.

    Post back if you want advice on that.

  • Steven_L's avatar
    Steven_L
    Forum Team
    12 days ago

    Hello footballkiwi,

    Welcome back to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your broadband services at the moment. This is far from the service that we wish to be offering any of our customers and want to get you back up and running as soon as we can. I can see that you have spoken to the team since you last posted, were they able to provide any further update to you about the issues and why its taking so long to get the issues resolved? Regarding compensation that you would be due, you can find more information about this here.

    Kind Regards,

    Steven_L

  • footballkiwi's avatar
    footballkiwi
    Joining in
    12 days ago

    Engineer did not turn up for job on 7th and also on the 8th of January. I have had no contact about compensation.

    How do I get the compensation?

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      12 days ago

      It you stay on with VM the compensation will be a credit against your bill. If you cancel within the 14 days it will be paid by cheque.

      In addition to the compensation for loss of service, you also get a payment for each day you had to be in for them but they didn't arrive. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      8 days ago

      Hi footballkiwi, 

      Thanks for coming back to us in the Community. 

      You won't need to do anything regarding compensation. Once the issue is resolved and the services are working, the account will automatically be assessed. If eligible, the credit is then added to the next bill to be generated. 

      Thanks, 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    8 days ago

    Just to be clear, that is what should happen. But since they have already been told they are not eligible, it remains to be seen whether they have to demand it. 

  • Ryan_D's avatar
    Ryan_D
    On our wavelength
    8 days ago

    Hey footballkiwi

    Any news on this, did you manage to get service in the end?