Read through the two links below, especially all the T&Cs and small-print if you have not done so already
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
there are a whole bunch of ways in which VM can wriggle out of paying. Based on past topics on here, one of the key points seems to be the process only starts by an approved method of either phoning in or from the results of the online test procedures or the fault being logged from a technician visit. Past posts on here have also highlighted some lack of understanding of the scheme by the offshore support staff and them giving out incorrect information about how the scheme is applied.
Having a good record of dates, times, contacts, communications etc. will help and being ready to argue your case, armed with the information above.
If that doesn’t work, the T&Cs for reporting to CISAS are below
https://www.cedr.com/consumer/cisas/complainnow/
Hopefully one of the VM forum team can pick this up for you and provide more information. You are likely to get more useful and accurate information on here than other parts of the VM support system. The VM forum staff usually respond within a day or two.
