Forum Discussion

Derek_I's avatar
Derek_I
Joining in
2 years ago
Solved

No Dialing tone

Hello  I have had no phone line service now for approximately 12 Days. An engineer came out Thursday last week to sort out the problem. I was told that the phone line service had been closed because...
  • goslow's avatar
    goslow
    2 years ago

    This 'instant phone disconnection' on giving notice to cancel has been mentioned quite a lot on here recently. Your service should continue in your last 30 days.

    You, therefore, have a phone fault caused by VM so you should be eligible for compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

goslow's avatar
goslow
Alessandro Volta
2 years ago

This 'instant phone disconnection' on giving notice to cancel has been mentioned quite a lot on here recently. Your service should continue in your last 30 days.

You, therefore, have a phone fault caused by VM so you should be eligible for compensation

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

  • Derek_I's avatar
    Derek_I
    Joining in
    2 years ago

    Hello goslow

    Thanks for your reply, Interesting to see that the compensation starts from the date you report the fault, but in my case and others on this community group, its difficult if not impossible to report the fault. I had to cancel all my services with VM before I could talk to someone about the phone line problem, even cancelling services was done on the computer keyboard. I take your advise and I am recording all communications.

    Thanks Derek .......>>

    • goslow's avatar
      goslow
      Alessandro Volta
      2 years ago

      The auto comp scheme requires that if you have a total loss of service of phone and/or broadband, you need to report the fault to VM either by phoning in or using one of VM's online automated tests. In your case VM has created the fault itself by disconnecting you early when you should still be receiving the service in your last 30 days.

      Once you have done that, VM has two clear working days to fix the fault. If VM fails to do that, you get an initial payment of £9.33 for the first few days of the outage (inc. VM's two working day fix time) and then a day rate of £9.33 for each full calendar day until your service is restored.

      Keeping good records of all that happens is important because VM does not always pay up what is due without a fight based on the regular topics about the subject on here.

      • Derek_I's avatar
        Derek_I
        Joining in
        2 years ago

        Hello goslow, VM don't make it easy to report the fault on the phone, my wife found it impossible to report the fault. You say report it by using online automated test, I never found a way of doing this? All the test i did show no service problems in my area, how do I report the fault online the only option I could find was the 0345.. phone number?

        Thanks

        Derek............>