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MGenovese
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Auto Compensation

Hi all,

I only have Virgin Media broadband, but I have the 500M package, and it has now been down since about 12:30, apparently there is an issue in my area, I wanted to log the fault for the auto compensation, but I can't find where the option is, I remember doing it a while back, it was simply offered after a service test, bit it seems to no longer be an available offer, I have checked their help page, and it says that as of June the Auto Compensation should be back.

 

Any help is appreciated,

Thanks

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jbrennand
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Message 2 of 14
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Re: Auto Compensation

I believe there is an option to start the "timer' if you call the known faults line on 0800 561 0061.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
MGenovese
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Message 3 of 14
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Re: Auto Compensation

Hi,

Thanks for your reply, it's 2am lol, I live with my 4 kids and the Mrs, I am sure they wouldn't want to hear me on the phone at this time in the morning, that's why I was looking for the online option, I have sent them a message via their website, but it doesn't seem to be a live chat, apparently they will get back to me withing 24 hours...

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Andrew-G
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Message 4 of 14
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Re: Auto Compensation

The auto compensation scheme is a poor joke.  Your broadband has to be down for two full working days before you're entitled to anything.  How does that strike you?  They continue to charge customers for outages for two days for each customer on each event without paying a brass razzoo.  And what's more because the telephony system is crap you often get a recorded message and auto disconnection, so you can't register the loss of connection. 

"No sir, you're not entitled to any compensation because you didn't report the loss of service",

"But your system TOLD me there was a fault, you KNEW",

"I'm sorry sir, you have to report it yourself",

"But I couldn't, when I phoned your system told me there was a fault and disconnected me",

"So you admit you didn't report the loss of service?

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gary_dexter
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Message 5 of 14
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Re: Auto Compensation

It’s probably down for maintenance which is normal 


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jbrennand
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Message 6 of 14
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Re: Auto Compensation


@MGenovese wrote:

Hi,

Thanks for your reply, it's 2am lol, I live with my 4 kids and the Mrs, I am sure they wouldn't want to hear me on the phone at this time in the morning, t


Just for info - the 0800 number is "automated" you speak to no-one - as I recall when I last did it it was a case of "press button "x" if you want to claim"


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Carol9
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Message 7 of 14
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Re: Auto Compensation

This is the 2nd day without Internet as problems in the area. Causing MAJOR problems as working from home. Will I be compensated? 

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gary_dexter
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Message 8 of 14
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Re: Auto Compensation

Who knows?

Have you registered the loss of service on the service status page?

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Carol9
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Message 9 of 14
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Re: Auto Compensation

It's already on the status page there are problems. 

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Travis_M
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Message 10 of 14
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Re: Auto Compensation

Hi @Carol9

 

Sorry to hear about this, for any full loss of connection over 48hours you may be liable for our auto compensation scheme, more information can be found here 

 

Have you ran through our service status checker to check there's an ongoing outage in the area?

 

Regards

Travis_M
Forum Team



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