cancel
Showing results for 
Search instead for 
Did you mean: 

Automatic Compensation

Ineedsomehelp1
Tuning in

I experienced complete loss of service for around 10 days. Once the issue was resolved I was told the compensation would automatically be added to my account within 7 days. This was over a month ago now and the compensation hasn't been applied.

I've spoken to customer support multiple times and each time they say somebody will call me within 48 hours but nobody ever does.

What can I do further? Whenever I explain this situation to customer support they say they can do nothing further and just wait for the call...

4 REPLIES 4

Cardiffman282
Knows their stuff

Raise a formal complaint with a view to escalating to Ombudsman Services https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

goslow
Alessandro Volta

If you have made complaints to VM before (via the VM formal complaints process) ref the missing compo, and once 8 weeks has passed without VM resolving (or earlier with a deadlock letter), then you can go to arbitration as per process below

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

but .....

Details are everything though (exact days, dates, times etc.) in working out what you are owed. VM gets two clear working days to fix any fault before the compensation clock starts and beyond that point it is a day rate of £9.33 for each full calendar day of total loss of service of phone and/or broadband.

If you reported the fault to VM by phone on 14/11/23 then VM would have 15/11 and 16/11 to fix the fault before the compensation begins. Your calculation would be

14/11/23 Fault reported
15/11 and 16/11 Two working days to fix - £9.33 for the payment trigger time (14/11 to 16/11 inc.)
17/11 to 21/11 Five calendar days @ £9.33
22/11 Tech visit, service restored

x6 payments @ £9.33 = £55.98

I have taken the dates from your previous posts. Adjust accordingly if I have not understood correctly.

VM has to credit your account within 30 days of the service being restored. So if your service was restored on 22/11/23, VM still has until 22/12/23 to apply any credit

Past topics on here regularly describe VM trying to dodge, reduce or delay paying the correct auto compensation. So, work out what you think you are due and if your account isn't credited within 30 days of your service being restored, make your formal complaint to VM and be prepared to go to arbitration as/when/if required.

go slow   If you have had no satisfaction from the rather lengthy but helpful Communications Ombudsman process may I suggest you 'dip into' the Small Claims Court. £35.00. initial Court cost but refundable from Virgin Media if you win your case plus of course your compensation claim refunded.

Gareth_L
Forum Team
Forum Team

Hello Ineedsomehelp1

Thank you very much for bringing this to our attention.

Sorry to read the above regarding the Auto Compensation not being applied.

I'd like to take a look into this for you and get it sorted.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L