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Diablo20082
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Message 11 of 20
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Re: How much compensation

The internet box and the broken boxed cause me to have low speeds

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Diablo20082
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Message 12 of 20
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Re: How much compensation

Like it affected my gaming and my streaming 

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Very Insightful Person
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Message 13 of 20
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Re: How much compensation

low speeds are not an outage and you get companation for outages from the date you reported it. if you never reported you wont have a fault logged

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chenks
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Message 14 of 20
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Re: How much compensation


@Diablo20082 wrote:

The internet box and the broken boxed cause me to have low speeds


this is like pulling teeth!

what is the "broken box" you speak you of? if it's not the "internet box" then what box is it?

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Diablo20082
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Message 15 of 20
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Re: How much compensation

The broken box is my internet box and I got 120 when I was meant to be getting 350 and ur saying to me I won’t get anything for it cause it not a outage

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chenks
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Message 16 of 20
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Re: How much compensation

you said "The internet box and the broken boxed".
that suggests you are talking about 2 different "boxes".

it might help if you actually fully explain, in detail, the issues you are having, as opposed to these 1 line replies that give almost no useable information.

if you want help you need to explain properly the issues, and the timelines involved.

i've already posted the link to the automatic compensation scheme. read it and then see if your issues apply to it.
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shanematthews
Problem sorter
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Message 17 of 20
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Re: How much compensation

Either way, compensation is only for complete loss of service, speeds are not guaranteed and only advertised as "up to" so getting  a slower speed isn't grounds for automatic compensation, you can try to request a partial service credit once the fault causing this is resolved but you would have to manually do that yourself by ringing customer service

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chenks
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Message 18 of 20
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Re: How much compensation


@shanematthews wrote:

Either way, compensation is only for complete loss of service, speeds are not guaranteed and only advertised as "up to" so getting  a slower speed isn't grounds for automatic compensation, you can try to request a partial service credit once the fault causing this is resolved but you would have to manually do that yourself by ringing customer service


not entirely true, as you are given a minimum guaranteed speed.
however it's usually around around of the maximum possible speed.
https://www.virginmedia.com/shop/broadband/speeds

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Very Insightful Person
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Message 19 of 20
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Re: How much compensation

and any speed reports must be reported, tested and verified by VM so a fault number would of been needed

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Roger_Gooner
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Message 20 of 20
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Re: How much compensation

What you are entitled to get should VM fail to deliver the minimum download speed guarantee for three consecutive days over a 30-day period is to terminate your contract without penalty. Any compensation varies, often none but I've heard of a few people who've had bill reductions for poor service over a long period of time (for which they undoubtedly had to make several calls and complain a lot).

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