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Dfox
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Broadband down- Loss of service credit

Hello! I hope this is the appropriate board to post to.

Basically my postcode hasn't had Broadband for 5 days running. I've taken screenshots a plenty of the service status and its never ending push of the fix estimate to keep track.

Will I be automatically refunded for this loss of service?

I've tried to speak to a human being these past 5 days but it's almost as though Virgin knows my plan and cut off all communication. - No online chat, Only allowing me to communicate with a robot on the phone and no response on Twitter.

It's a real shame because I only joined Virgin a week ago and I'm already thinking of leaving.

Hopefully someone can advise me on this. Thank you.

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Re: Broadband down- Loss of service credit

Refunds are not automatic at the moment, probably will be sometime soon. You have to phone customer services and request it when your service has resumed. 


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Re: Broadband down- Loss of service credit

Hello @Dfox and welcome to the forum,

I'm sorry to hear you've been experiencing disruption with our service recently, I know how frustrating these things can be.

I'm afraid we don't have the facility to offer automatic refunds right now, however it is something we're looking to do in the future.

For now you can claim a loss of service refund via our customer service or support teams in line with our loss of service refund policy found here: http://virg.in/creditg.

You can reach the teams on 150 from a Virgin Media phone or 0345 454 1111 and via our other contact channels found here: http://virg.in/VMcontact.

Updates on known service issues can be found here: http://virg.in/service or by calling 0800 561 0061.

Best,

Michael_JK
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