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chrismar51
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non payment of automatic compensation

During February - March i had a continuous loss of broadband for approx 27 days. I was told several times i would be eligible for automatic compensation. Despite several phone calls & complaint emails, there's no sign of this happening.How can I make Virgin honor their promise and pay up? I have spoken to Cisas and asked Virgin for a 'Deadlock letter' to pursue the matter - nothing .

Has anyone been through this process / HELP !

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goslow
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Re: non payment of automatic compensation

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.

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Molly_G
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Re: non payment of automatic compensation

Hi @chrismar51,

 

Many thanks for your recent post! I'm so sorry to hear that you have not received your compensation for the loss of service.

 

As per our Auto Compensation Scheme, customers should be eligible for £8 per day following the first 48hrs of total loss once these are reported to us.

 

I'd really like to try and help investigate this further for you and get your complaint resolved. To do so, I'll just send you a private message so I can get some account details from you.

Please look out for the purple envelope at the top of the page.

 

Kind regards,

Molly_G
Forum Team



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