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Tharan001
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Compensation

Hi,

Since Monday 4/01/21, my 50MB fibre broadband has been intermittently disconnecting and very slow during working hours 9.30-5.30pm and after it's fine and also weekend. Today is the 19th and it's still happening, now VM are sending an engineer to the house to investigate and fix this Thursday. I've called so many times and speaking to customer service and told the issue was contention one and the fix date was 01/02/21. 

During this time the app and service outage said there is a good service. I only found out by speaking to technical support that this has been the case for the last month, however not acknowledged as a service outage.

Can you advise on what I am entitled in terms of compensation for 2 weeks and counting for service not fit for purpose?

I have a case ref number if you need it.

Thanks,

Tharan

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jbrennand
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Re: Compensation

Details here.

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

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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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gary_dexter
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Re: Compensation

It’s only for a total loss of service for 48 consecutive hours or more.

intermittent ones are not counted.


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