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Compensation

MagiB
Joining in

In October I had loss of TV service and intermittent problems with internet connection for over a week,a home visit arranged for engineers to do home visit as after several attempts by myself and Virgin the issues could not be fixed remotely,the engineer did not appear.  Contacted call centre who told me I had wrong date,it was the following day but that had been cancelled as problems had been fixed remotely.  I have had several conversations with various people,each one promises that this dealt with.....it hasn't.  How do I escalate this complaint as I am getting nowhere,all written correspondence tells me is my problem has been sorted.  I lost a days pay to wait in for an engineer to come and not TV service.  Eventually had a home visit,engineers replaced cables etc within my home. Disgusted with customer support and been held hostage due to early exit fee to cancel services.  

2 REPLIES 2

goslow
Alessandro Volta

Formal complaint to VM first of all.

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

Escalate to arbitration if/when VM fails to resolve.

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

The automatic compensation scheme is for a total loss of service of broadband or phone

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

intermittent problems and issues with TV are not covered by the scheme

If VM fails to show up for an appointment, without giving you 24 hours notice, a missed visit compensation payment is applicable under the scheme at £29.15

Are the problems now fixed?

Matthew_ML
Forum Team
Forum Team

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

I can see you've been speaking the team about this recently. 

If a complaint has been raised it can take 28 days for the team to get back to you, after this is you aren't happy with what the team have said you can of course this deadlock.

You can also track your complaint here Thanks 

Matt - Forum Team


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