Internet Down

[Mightymj1]

My internet had been down for a day now; apparently Virgin know about the issue and are investigating.

Will I receive a refund for the outage automatically of do I have to complain?

[nodrogd · Accepted solution]

If it is an area fault you will get automatic compensation if it exceeds 48 hours of continuous loss of service.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation 

[Mightymj1]

Thank you.it is an area fault; so I don’t need to personally report it?

[nodrogd]

According to the FAQs on the site I linked, it is advisable to register you are affected by the outage.

[jpeg1]

You should report the time your connection first failed. The compensation should be paid from two full days after that, but keep a check on your bills that the correct credit has been paid.

[Roger_Gooner]

You have to report total loss of service for the automatic compensation scheme to kick in. By delaying this you've lost a possible daily payment of £9.76.

[Tom_W1]

Hi @Mightymj1 thanks for your post here although we're sorry to hear of your concerns raised here.

We would always advise registering your loss of service to benefit from the automatic compensation scheme, but if your services are down for a day, you wouldn't be eligible for this as it is short of the timescales to receive payment.

We'd advise registering if you haven't already and the issue is still ongoing, and also viewing our page here for further advice.

Many thanks