on 28-02-2023 13:49
I did not have the internet 19/1/23 @9.15pm until 20/1/23 @4pm. I was assured by Virgin Media that I would be compensated for this and it would appear on my next bill, but it has not.
on 28-02-2023 14:48
@Lucia11 wrote:I did not have the internet 19/1/23 @9.15pm until 20/1/23 @4pm. I was assured by Virgin Media that I would be compensated for this and it would appear on my next bill, but it has not.
VM has two clear working days to fix a fault before any compensation is applied so for an outage of less than 24 hours there would be no compensation, unfortunately.
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
on 28-02-2023 14:56
on 28-02-2023 14:57
@Lucia11 wrote:I did not have the internet 19/1/23 @9.15pm until 20/1/23 @4pm. I was assured by Virgin Media that I would be compensated for this and it would appear on my next bill, but it has not.
i guess that was a statement from offshore who excel in being clueless - if the comment was verbal then not much you can do about although you can try - but if it was via whatsapp and you have the screen shots then wait for staff to get here and see what they say - a statement if reasonable is legally binding even if wrong so you can push for the compensation which will be £8 or so as it was one day
on 02-03-2023 17:17
Hi @Lucia11
Welcome to the community forums
Sorry to hear you had a loss of service and was advised incorrectly about our automatic compensation policy.
As the community has also advised, automatic compensation is accessed after 2 consecutive days of a registered total loss of service of either broadband or landline. As you have advised you only received 1 day, then you would not be eligible for automatic compensation this time.
You can register for total loss of service either via your online account, through the service status page or by calling our service status line on 0800 561 0061.
Once the outage is closed at our side, your service is then accessed and any compensation automatically awarded, which would be visible on the next produced bill. You can find out more about our automatic compensation policy here if needed.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
02-03-2023 18:21 - edited 02-03-2023 18:27
my posts seem to have been deleted - so again to the OP - the advice above is wrong you are entitled to the one day of compensation as it was offered by a VM employee so thats legally binding
its up to you if you want to push it - its £8.40 to you plus [say] £50 for being messed about and lied to - it will cost VM another few hundred
your call
Tony - Sacked VIP
on 02-03-2023 19:18
on 02-03-2023 19:44
i think you need to rethink that Roger - how many times have people gone to arbitration for lies told by VM on deal prices etc etc and won - an offer or statement made by an employee - if reasonable will be upheld - in this case the statement was made and the OP accepted it
somewhere there is a similar post where a staff member took it on board and arranged a refund to be given
nothing different here