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Loss of service - No compensation received

lindydhr
Settling in

Good morning,

there was a complete outage of internet service last week in Canary Wharf area. We reported the issue via our Virgin profile online on Tuesday,  August 22. Service finally restored on Saturday August 26. There was a notice that compensation will be automatically applied, however when receiving the bill for August there was no credit applied. How to claim the compensation of £9.33 per day like stated in the terms and make sure it is applied?

Lindy

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

VM has 30 days to credit your account starting from when your service was restored.

VM also gets 2 full working days to fix any fault before the compensation clock starts.

If you reported the fault on Tuesday 22 Aug via online testing in MVM and a fault was confirmed then your calculation would be

Tues 22 Aug to Thurs 24 Aug inc. - Payment trigger time £9.33
Fri 25 Aug - £9.33
Sat 26 Aug - Service restored
Total payment £18.66

which you should see on your account some time up to 25/9/23

See where this Helpful Answer was posted

1 REPLY 1

goslow
Alessandro Volta

VM has 30 days to credit your account starting from when your service was restored.

VM also gets 2 full working days to fix any fault before the compensation clock starts.

If you reported the fault on Tuesday 22 Aug via online testing in MVM and a fault was confirmed then your calculation would be

Tues 22 Aug to Thurs 24 Aug inc. - Payment trigger time £9.33
Fri 25 Aug - £9.33
Sat 26 Aug - Service restored
Total payment £18.66

which you should see on your account some time up to 25/9/23