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Compensation

mege100
Joining in

Our service went down saying outage from 26/8/21 to 31/8/21 which was over 6 days.

All services went out so no TV, Broadband, & Telephone.  This is the third time this year, this was the longest time to be with out anything.

 

1 ACCEPTED SOLUTION

Accepted Solutions

Andrew-G
Alessandro Volta

Faults inevitably occur on a complex network, but repeat or long duration outages tend to be something customers are less forgiving of.  There is VM's automatic compensation, although that's caveated in particular that you don't get anything unless VM believe you advised them, and even then you get nothing for the first two or three days.  If this pays up then you don't need to do a thing.

Some people of a suspicious nature have doubts about how automatic this scheme is, so you'll have to wait and see if anything appears.  Don't be too surprised if it doesn't.  In that case, you need to raise a formal complaint with VM asking for compensation both for loss of service and the repeated nature of that, see what happens.  Being fobbed off is a distinct possibility, but in that eventuality you can escalate the complaint for independent review by CISAS, making sure that you read the customer guidance first, because although often effective it is rarely quick.

Sometimes the forum staff will pick this up, do some gentle prodding to get things made right - if they can that's in everybody's best interest.

See where this Helpful Answer was posted

2 REPLIES 2

Andrew-G
Alessandro Volta

Faults inevitably occur on a complex network, but repeat or long duration outages tend to be something customers are less forgiving of.  There is VM's automatic compensation, although that's caveated in particular that you don't get anything unless VM believe you advised them, and even then you get nothing for the first two or three days.  If this pays up then you don't need to do a thing.

Some people of a suspicious nature have doubts about how automatic this scheme is, so you'll have to wait and see if anything appears.  Don't be too surprised if it doesn't.  In that case, you need to raise a formal complaint with VM asking for compensation both for loss of service and the repeated nature of that, see what happens.  Being fobbed off is a distinct possibility, but in that eventuality you can escalate the complaint for independent review by CISAS, making sure that you read the customer guidance first, because although often effective it is rarely quick.

Sometimes the forum staff will pick this up, do some gentle prodding to get things made right - if they can that's in everybody's best interest.

John_GS
Forum Team
Forum Team

Hi mege100

 

Thanks for posting and welcome to the community.

 

My apologies for this, and I'll PM you now to assist further

 

Best,

John_GS
Forum Team


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