Forum Discussion

Paypeanuts's avatar
Paypeanuts
Tuning in
2 years ago

Something dodgy going on at VM

Any help from a Mod would be appreciated very much. Just had a five day outage (started 27-04-24’ at 09:00am) and after many, many phone calls around the world, Bangalore, Philippines & Scotland and...
goslow's avatar
goslow
Alessandro Volta
2 years ago

From this topic and your multi-post from yesterday, have you experienced a delayed 'Quick Start' activation after a home move around 13/4/24 and then a fault later on in your new home from 27/4/24?

As regards compensation see

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

and

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

If your 5 day fault is one separate issue, then VM gets two full working days to fix the fault before any compo applies. You have to phone in the fault or get confirmation of an issue via one of the online tests to start the compo clock ticking.

If you phoned in the fault on 27/4 then VM would have up to and including the end of 30/4 to fix the fault (the 'payment trigger time'). If your service was restored some time on 1 May then you would be entitled to £9.76 for the first few days of the outage (the payment trigger time) to the end of 30/4. VM should credit your account within 30 days of the service being restored.

Your topics suggest that you might have other home move/activation and package change issues to resolve as well.

  • Paypeanuts's avatar
    Paypeanuts
    Tuning in
    2 years ago

    Thanks for the reply, I appreciate it.

    It was supposed to be a “plug & play” according to the rep on the phone & he had run some tests & it is all good to go (and no charge for moving). I insta got the feedback text to reply to and gave him top marks.

    I got a text from VM saying they need to attend on 12-4-24’ because they had run some tests and they need to sort it and activate my equipment. 
    On 28-4-24’ a chap in Bangalore said “your account will auto-flag that the outage started 27-4-24” and any compensation is worked out once a fix has been found.

    Another rep in Bangalore said that you are “flagged as priority and will receive regular text messages about the issue”.

    I received not one text message other than the initial text on 27-4-24 early morning to say that VM were working hard to fix a issue in the area.