Activation Issues

[angleseykayaker]

We got our hub and we were due to go live on the 13th October. Had the green flashing light, reported it on the 14th and had an engineer out on the 23rd. Our cable needed reconnecting in the cabinet near our property, which the engineer did, and then the service came live. We were without our service for 10 days, yet our bill doesn’t show that we’ll receive any automatic compensation or anything for this, despite Virgin saying our service would go live on the 13th. 

any help gratefully received

[Ashleigh_C]

Hi there @angleseykayaker 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

We are so sorry that you have faced this issue after your delayed install, I'd be happy to take a closer look via a private message with you. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[goslow]

If you had a failed 'Quick Start' kit, VM should treat this as a fault (para 6 below) assuming you are a new customer

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

If you notified VM of the fault on 14/10, VM gets two clear working days to fix the fault before any compensation applies

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

So you should be due

14/10 to 17/10 inc. (the payment trigger time) £9.33

18/10 to 22/10 inc. 5 days @ £9.33 per day

23/10 service activated

6 payments @ £9.33 = £55.98

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