Outage - 7 days

[Yamma2]

Hi,

 There is a 7 day outage in my area. The call centre operative says that. However when I said I need Internet at home - the call centre operative said that I can buy a dongle kit and virgin shall reimburse but would not give me any further details. What dongle can I buy and does anyone have experience of Virgin will honour this?

[goslow]

Highly unlikely VM will directly reimburse you for the cost of a dongle/mobile wi-fi.

The only compo you are officially entitled to is this

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

but VM gets 2 full working days to fix the fault before any compo starts and you have to make sure you have reported a 'total loss of service' (applies to phone and/or broadband).

[Adduxi]

It should also be noted there is no SLA on a Residential contract.  If you work from home a backup plan should be in place for this type of outage. 

[Carley_S]

Hi @Yamma2 

Welcome to the Community Forums. 

Sorry to hear that you're experiencing an area outage at this time. 

Checking the systems on our side we can see that there is an outage raised with the estimated fix time of 18 December 2024 at 9 am. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

Should you be experiencing a total loss of service on either broadband or landline, then your services would be calculated for eligible automatic compensation credits should this have been registered. You can find more about automatic compensation here. The outage does advise that the service should be only intermittent, so you might find that if this is the case, you wouldn't qualify for this compensation. 

We wouldn't refund you for purchasing a dongle and would not cover any loss of wages or business impact if you've a residential service account with us. 

Please do keep us posted should you've any further issues after the advised estimated fix time. You can also keep up to date with the outage and register your service for total loss of service via the service status page here if you need.