Squirming out of compensation payments

[GaryGorilla]

Was left without a landline for weeks. It was a noted fault and also it was noted on my account. This was a total loss of phone service. Virgin are now saying we had intermittent service so do not qualify. This is untrue as people who call us that only call on our landline could not get through at all.

Anyone else had issues with virgin squirming out of paying compensation and did you get it overturned? This sounds like a job for the ombudsman to me

[Steven_L]

Hello GaryGorilla,

We're helping your via private message to get this looked into further, so we'll carry this on via private message conversation.

Kind Regards,

Steven_L

[goslow]

Yes it is routine, in the topics on here, for VM to try to dodge paying full compensation.

Don't mess about any longer than necessary with VM. A formal complaint to VM is needed first of all before escalating to the ombudsman using the process below

https://www.commsombudsman.org/our-process

One of the most recent topics on a successful claim is below

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-insta...

and includes good advice on how to process a claim with the ombudsman. The above was a claim for a delayed installation but the principles are the same for a total loss of service (make a timeline of everything that happened and link pieces of evidence to the timeline so the ombudsman can easily follow everything that happened)

The TLS is defined in para 16 below

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

so if you could not receive incoming calls, that is still a TLS.

[Cardiffman282]

Good spot. 8a does indeed cover this.