Compensation Declined

[Sammo-2000]

Hello,

I’ve experienced a loss of service since 2nd November, which I’ve mentioned in previous posts. Following advice from the website and forum, I registered for automatic compensation.

Today, the service was finally restored. The engineers who fixed it advised me to call the helpline to verify my compensation amount. However, when I called:

1. The first representative said I was entitled to £12.
2. The second representative quoted £13.
3. I highlighted that the website mentions around £9 per day, and the engineers mentioned around £8 per day.

Both times, I was put on hold and then disconnected without resolution. I have a video recording of one of these calls (at the beginning, the representative says they’ll check with the team before the call ends abruptly). Link attached to this post.

What should I do next to resolve this? I will be posting this on reddit as well just in case.

Thank you for your help!

[carl_pearce]

If you registered for automatic compensation, it will be... automatic.

[Sammo-2000]

Additional note: This video showed above is after I was told my compensation would be £13

[Sammo-2000]

Sorry, I’m not sure if you fully understood my post. I told the Virgin Media engineer that I had already registered, but they still advised me to call the helpline just to be sure the payment will be processed.

[goslow]

VM has 30 days from when your service was restored to credit your account for a total loss of service (TLS) of broadband and/or phone.

If you first reported to VM on 2/11/24 then VM has up until end of 5/11/24 to fix the fault before any compo is applied. If VM failed to do that, you get an initial payment of £9.76 for the 'payment trigger time'. From 6/11/24 to 14/11/24 inc. is 9 days and you advise service is restored today. That's 10 payments @ £9.76 = £97.60. Adjust the calculation accordingly if I have not understood your timeline correctly.

If VM said you had to be in for an appointment (in your previous topic) and failed to turn up, or cancelled, without giving you 24 hours’ notice of the cancellation then you are due £30.49 each time.

One of the VM forum team should reply to your topic, usually within a few days, and may offer to check for you.

If you are not paid what you think you are due, you can complain to VM first of all (a required first step)

https://www.virginmedia.com/help/complaints

and, if still not resolved after that, you can escalate to the ombudsman

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

[carl_pearce]

I do understand. It's the 'help' line that don't have a clue.

[Carley_S]

Hi @Sammo-2000 

Welcome to the community forums. 

Sorry to hear of your concerns with automatic compensation and that you've not been able to get a response or answer when calling to discuss. 

We've not been able to locate you on the system on our side. Was the loss of service due to a delayed installation or did you experience a fault on your existing services? 

Was the loss of service on your broadband or landline, or was this on your TV service? 

Was the service described as intermittent at all?

[Sammo-2000]

I am an existing customer, and I experienced a service outage in my area from 2nd November to 15th November due to a fault. When an engineer came to resolve the issue yesterday, I asked for the reason behind the delay. They explained that it was caused by a fire that had burned all the cables.

The engineer advised me to contact your helpline to ensure that my compensation would be processed. I followed their advice and called the number provided, as shown in the attached video.

Unfortunately, during my calls to the helpline, not only was I informed that I would receive £12 and £13 off my next bill—amounts that do not align with Virgin Media’s stated compensation policy or the information provided by the engineers—but both times the engineers on the helpline abruptly hung up on me. I have included video evidence of this behaviour.

This experience has been extremely frustrating. I would appreciate it if you could review my case, clarify the compensation I am entitled to, and address the unprofessional conduct I encountered.

[Sammo-2000]

In addition to my previous reply, would you help me with this issue or there is another team that could help? If none option is available I would like to request deadlock letter and start report with communication ombudsman.

[Gareth_L]

Hello Sammo-2000.

Thanks for bringing the loss of service and compensation offer to our attention
I’d like to investigate this for you and get a complaint raised.
If you don't mind, I’ll 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