Virgin complaints team now on the phone live as I type. Firstly they told me we did not lose total service so not eligible for any compensation?? I insist that we did in fact lose all broadband. Then had to login here to get dates and times of the various issues. He then conceded that we had lost service and would calculate what we are owed. Now he is telling me are entitled to £40 credit. - 5 days downtime. there was 12 days of downtime alone from the time they first answered a phonecall. And two appointments were missed. By my reckoning that is £136 according to Virgins own compensation pages. to offer less than a third of that? absolutely disgusting. This guy is trying to tell me that the whole area had an outage and taht is why the engineer missed their appointments with us. But my neighbours on the street were unaffected? Really? Such [REMOVED]
fault was finally reported by phone (when you guys finally answered) on Saturday 7th september (total loss of broadband actually started on thursday 5th september). Fault fixed 19th September. During this time two deadlines/engineer appointments were missed. How you guys can offer £60, (which is impossible to reach via any combination of your stated compensations) is beyond me.
They claimed an outage in the area was recognised and it could take time to locate the fault due to waiting for permission from council blah blah blah. I appear to have been the only person in my street affected and when the engineer fixed the issue she only worked at the cabinet which is 30 feet from our front door and the broadband modem in the house. Everything is already well documented in this thread.
I have replied to your PM. Please go back and listen to the recording of the phonecall on saturday 7th september to your cancellations team. We were clearly told that compensation would be applied automatically from that date now that the fault had formally been logged.