Compensation

[Kirstyb2]

We had no Internet service between the 26th Feb and 5th March. This was a total outage and we registered the issue with virgin. We have the email updates to prove that the issue was ongoing for this whole period, but we have had no compensation. How do we rectify this, as we were told compensation was automatic.  Many thanks.

[goslow · Accepted solution]

VM should credit your account within 30 days of your service being restored.

If you phoned in on 26 Feb, or used on of the automated tests to log the issue, then VM gets two full working days to fix the fault. By my calc's you should get

26, 27 28 Feb - Payment trigger time (VM's opportunity to fix but did not) £8.40
1, 2, 3, 4 March - x4 full days @ £8.40
5 March - Service restored
Total - x5 payments @ £8.40 = £42.00

Adjust accordingly if I have not understood the timings correctly

One of the VM forum team should reply here in due course and may offer to investigate for you.

[Kirstyb2]

Thank you! This is very helpful.