Hi Mal36,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
When you have registered a total loss of service, the account is then automatically checked to see if it is eligible once the fault is closed as resolved. If eligible, the credit is applied there and then and it will show on your next bill that is generated. You can check your latest bill via My VM here.
If a new bill has already been generated and no credit is showing, it would mean the account wasn't eligible.
You can learn more about the automatic compensation scheme here.
Let us know if you have any further queries or questions.
Thanks,
