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Sharwal
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Loss of service compensation

Don't anyone apply for loss of service compensation just been told you only get it for Internet speed! Total joke this virgin media

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japitts
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Message 2 of 5
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Re: Loss of service compensation

There's details of VM's loss-of-service compensation scheme at....

https://www.virginmedia.com/help/automatic-compensation 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Roger_Gooner
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Re: Loss of service compensation

The automatic compensation scheme was set up by Ofcom and has been running for two years. Participation is voluntary and VM was one of the five ISPs which signed up when launched on 1 April 2019 followed by four others. This scheme is a lot better than nothing.

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Sharwal
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Re: Loss of service compensation

Yes I have read it but the person I spoke said I had read it wrong the compensation only applies to loss off broadband speed, not a total loss of all service because virgin engineer disconnected the wrong cable that took 6 days to reconnect

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goslow
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Re: Loss of service compensation

Refer to this link

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

which might give you some further detailed information and all of the small-print.

Whoever you spoke to got it back to front. The compensation applies to a total loss of service (either phone OR broadband) as tested via a wired connection. Partial/intermittent service is not covered nor planned outages where the customer is notified in advance. Reduction in speed is covered separately by VM's 'speed guarantee'. You also have to report the fault by one of VM's approved methods to start the clock counting the fault.

Note the two full working days allowance though for VM to fix the problem. Depending on when exactly in the week you had your fault, and how/when you reported it, a 6-day outage might not actually yield that much compensation.

Read this topic where similar mis-information was provided over the phone

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Auto-compensation/td-p/4768044

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