Need to claim loss of phone service

[SheCla24]

How can I contact to register for compensation for home phone loss nearly 3 weeks now. Can’t get through to virgin! A known fault they keep advancing the date it’s going to be fixed

[David_Bn]

Thanks for reaching out to us @SheCla24, and welcome back to our Community Forums!

Sorry to hear of the landline phone issues you have been experiencing.

We would advise that any attempts to check for any local area outages would register for a loss of service claim for you.

If the known fault is still active, compensation wouldn't be issued until this is marked as fixed.

Thanks

David_Bn

[goslow · Accepted solution]

You need to phone in the fault to report it or use one of the automated tests (such as the automated service status number 0800 561 0061 or online tests in My Virgin Media and have them acknowledge a fault).

VM gets two clear working days to fix the fault before any compo applies. VM has to credit your account with any compo due within 30 days of the fault being fixed.

[Tudor]

See: 

T&C's of the automatic compensation scheme at https://www.virginmedia.com/help/automatic-compensation

[goslow]

Broadband and/or phone under the OFCOM auto comp scheme. TV service isn't included in the auto-comp scheme.

[Matthew_ML]

Thank you for pointing this out goslow. 

You can read up on the policy here if anyone wanted to 

[SheCla24]

Thanks. It is still ongoing!

[Martin_N]

We do appreciate the frustration with that SheCla24.

I'm sure the team are working to resolve this as quickly as possible. 

^Martin