Automatic Compensation Refused

[Snal]

Hi Community!

I recently lost all Virgin services due to a major fault in my area. TV, Fibre and Phone down for 9 days. On the very 1st day, I registered for the automatic compensation scheme after speaking to a Virgin Advisor, and 30 days after it was repaired, expected to see a credit to my bill, but received nothing. After a text chat online to another advisor, I was told I didn't qualify and was them "offered" several different compensation amounts to "forget" about the fault and total loss of service. First £5, then £21, then £50. This seemed like a bit of a scam. Can anyone advise or offer support if they have experienced similar? Thanks, Rich.

[Snal]

This is exactly what I'm currently going through, Cardiffman282, I had total loss of service through a major fault in my area, and after speaking to a VM Advisor, they told me I wasn't due to automatic compensation, but offered me token, goodwill credits of £5, then £21, then £50, as I'm a "valued customer" this seemed very suspect, so I put a post on community for it. Cheers, Rich.

[Cardiffman282 · Accepted solution]

Rich so long as it was a complete loss of service that lasted for over two days then you are due compensation. Raise a formal complaint in writing with a view to escalating to the Ombudsman. Links below. 

[goslow]

You seem to be clued up on the rules already.

It is routine on here for VM to try to dodge paying what is due under auto comp and offer a lesser amount.

Note that VM does get two full working days to fix any fault before the auto comp scheme kicks in and you have to phone in the fault or use an automated test to log the total loss of service.

VM often tries to claim the fault was intermittent so does not qualify for auto comp.

Complaint to VM to begin with (a required first step) followed by escalation to the ombudsman under the process and timescales here

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

You will possibly not get a VM reply here in 'Community Natter' a moderator or VIP may move your topic to 'Account Management Cable' where you should get a reply.

[Robert_P]

Hello Snal

Sorry to hear of the service issues experienced and the issues around a loss of service credit. We appreciate you raising this via the forums.

 I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob