Details here
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
There are plenty of (legitimate) ways VM can wriggle out of paying.
Key points are you must:
- have a total loss of service (phone or BB, TV not included)
- report by one of the 'approved' means, namely phoning in or using one of the automated online tests
- VM have two clear working days to fix the fault before any compo starts (which can significantly delay things over weekends and bank holidays etc.)
- planned maintenance, which you are notified about, is not included
That said, there have been plenty of past examples on here where VM CS on the phone clearly have not understood the scheme and given out incorrect information or invented some kind of compensation figure based on monthly subscription fees or just said no payment was due)
After reading the links above, if you think you should be owed something then you would need to document the details of each event (dates/times etc., when you phoned up to report, when service was restored and so on).
This topic won't be answered by the forum staff here in 'Community Natter' someone might move it over to 'Managing your account - Cable' for you to get a response from the VM forum staff.
