on 26-07-2022 11:10
Virgin Broadband keeps failing - off for days, back for a day then off again for days. I need it for work but all the helpline says is that they are working on it. Can I expect this to happen repeatedly and am I entitled to a refund?
on 26-07-2022 14:40
You have a residential contract so no SLA and no compensation unless your connection is fully down,
on 28-07-2022 16:24
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
Apologies to hear about the issues you have been having with your connection.
Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here:
I have made a note of this on your account so the relevant teams are aware you are affected. In terms of compensation, there is our Automatic Compensation and you can find out eligibility and more information here.
If there is anything else we can do, let us know.
New around here? Check out the do's and don'ts, in our Community FAQs
28-07-2022 16:46 - edited 28-07-2022 16:47
You can and I have so I know its correct, ask VM to set up a thirty day monitor of your modem. This will be in conjunction with OFCOM and the results sent to VM. If it shows three days of continual loss of service then YES refunds will be applicable.
edited to add: Last year total loss of service witnessed by OFCOM resulted in £150ish back.