cancel
Showing results for 
Search instead for 
Did you mean: 

Bill credit - can't see on account

Chelsjade1
Joining in

Hi, 

I reported a total loss of service on the 25/07/2024 and was told that a bill credit of £40 would be applied to my account as a “good will gesture” but I can’t see it anywhere in my account? 
can someone please help me with this

 

 

[MOD EDIT: Subject title changed for clarity]

6 REPLIES 6

goslow
Alessandro Volta

A TLS would be covered under the auto-comp scheme

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

and would not even have started paying out yet if 25/7 was the start of your TLS.

Has the TLS for your service been restored yet and how long did the TLS last for?

What service(s) did you lose?

What was the basis of the offer of the £40?

The 'goodwill' offer either sounds like an offer to avoid paying you what you might really be owed for a lengthy outage or a 'get the customer off the line' offer which will never materialise.

You are unlikely to receive a reply from the VM forum team here in ‘Tech Chatter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

Hi, 

I was told on the online service that I would be able to see the credit on my app after 72 hours and that was on the 25th I have checked my app and still not anything there.

i  had a total loss of my WiFi services for about 6 days and a couple days where I went the whole 2 days 

goslow
Alessandro Volta

VM has 30 days, from the time when your service was restored, to credit you with any auto-comp that might be due.

VM gets two clear working days to fix a TLS fault before any compo applies. If VM fails to fix the TLS fault by that time, you get an initial payment of £9.76 to cover the first few days of the outage (the payment trigger time). After that it is £9.76 per full calendar day until the fault is fixed.

Based on that, the £40 might be the right sort of figure but would not be exactly £40 from the rough days you have outlined.

Work out exactly what you think you might be due based on the auto comp rules depending on exactly when you had your TLS and how long it lasted for. We see regular topics on here where VM offers lesser 'goodwill' payments instead of the correct auto comp figure. You will need to work it out with the exact dates in your case to see if you are being short-changed or not.

If you are talking about a TLS it would be for your broadband service, rather than loss of wi-fi, as there are no guarantees or compo for wi-fi alone

Matthew_ML
Forum Team
Forum Team

Hey Chelsjade1, thank you for reaching out and I am sorry to hear this also a warm welcome to the community.

If you check you bill out it should reflect on there also, can you see it?

If not let us know and I would be happy to look into this.

Matt - Forum Team


New around here?

Chelsjade1
Joining in

Hi Matthew, 

I have changed my bill but nothing is reflected on there either

Let me send you a DM and we can check this over. 

Matt - Forum Team


New around here?