How to claim auto compensation for total loss of service

[nd11]

Hi
I have had total loss of service since 22 November 2022 when I called to register this.

Kelly Communication damaged our line when doing a new install for our neighbours. Virgin sent 7 teams out to fix and they couldn't fix or kept pushing back the fix date as the job was complex.

I had little choice but to cancel my service which ended on 25 December as VM could not fix the line and I was stuck with no broadband and £160 phone bills as we were all tethering at home and buying bundles from our phone providers to get around working.

I have been trying to claim compensation for total loss of service and even raised a complaint. I keep getting told it will come or I am not eligible so you are not entitled to any money despite not receiving the service and getting charged in full each month.

Can somebody help me with this as this going around in circles is intolerable and painful to sort as you speak to aeveral people on 150 who cannot help or pure rude (one lady said to me yesterday at 6.30pm it is not their problem and nothing I can do claim. She got very rude and not cooperating)

[goslow]

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@nd11 wrote:

Hi
I have had total loss of service since 22 November 2022 when I called to register this.

<snip>

Can somebody help me with this as this going around in circles is intolerable and painful to sort as you speak to aeveral people on 150 who cannot help or pure rude (one lady said to me yesterday at 6.30pm it is not their problem and nothing I can do claim. She got very rude and not cooperating)

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Read the OFCOM info below (para 30)

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

and updated rates

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

VM has to pay you any compensation due within 30 days of your cancellation

Wait for the VM forum team to reply here within a few days and investigate for you.

[nd11]

Thank you. That is really helpful with the relevant section from the Ofcom document about the payment. 

Will make note of that and save the link locally for future reference 

[Ilyas_Y]

Hi @nd11, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the claim of compensation loss for the service 😥
I will assist you on this and help the process and get this done for you.

I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey there @nd11, thanks for speaking with us today 🙂

I'm glad we have been able to get the form filled out and send it to our specialist team who will review this.
As advised - it may take up to several days for them to come back with an answer, so please hold tight whilst we work away 😬
Feel free to reach out to us if you have any other queries!

Kind regards,
Ilyas.

[nd11]

Thank you for looking into this for me which is greatly appreciated. Look forward to hearing back from you in due course

[Ilyas_Y · Accepted solution]

As always @nd11 it was nice speaking to you.

And as agreed, when the team get in touch I will contact you.
I have saved this interaction so that contact can be made easier 😄

Kind regards,
Ilyas.