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Message 1 of 4
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Automatic Compensation

I recently had an attempted install of Gig1 on the 28/12/23

The engineer was great but had no hub 4/5's on his van so was unable to complete the installation.

It took Virgin 27 days to return on the 24/01/23 to send another engineer just to plug in a hub (easiest job the guy had all day!)

This delay cost me two additional out of contract months with my previous supplier but having read the automatic compensation page on Virgin's site I wasn't too concerned.

I've waited until my first bill to find a vague £20 compensation had been applied to it.

I spoke to an agent over WhatsApp and was told 

"I certainly understand your concern however as you have reached the package change unit I do not have the access to add compensation for 5.25 GBP per day for delayed compensation and I will have to raise a request with the complaints team for the same, would you like me to do that instead for you?"

So I asked for a complaint to be raised and a day later got a written response to my complaint saying it was "Agent or Technician Professionalism" and the £20 had been applied as a gesture of good will.

Not sure it was either the agent or a technicians faults that engineers were being sent out without any hubs.

I am not happy with the resolution so called the help desk. I was then told as its an automatic process they have no idea how it works, if I qualify nor how long it will take to be applied. 

Does anybody know how long I need to wait until it should be applied to my account? I would assume if it was automated this should be quite quick?

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Alessandro Volta
Message 2 of 4
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Helpful Answer

Re: Automatic Compensation

They have 30 calendar days to apply as a credit to your account from when the connection eventually went live.


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Message 3 of 4
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Re: Automatic Compensation

@Produx wrote:

I recently had an attempted install of Gig1 on the 28/12/23


The 'automatic' process is not quite so automatic as suggested in some cases.

If your failed activation date was 28/12/22 and you had no connection since then you would be due £5.25 per day until connected.

VM has 30 days to credit your account from when you were actually installed.

VM staff on the phone are regularly reported on here to be clueless about how the compensation scheme works.

The VM forum team may offer to clarify payment details for you when they reply here in a few days. If you are not paid in line with the scheme you would need to reject VM's complaint resolution, request a deadlock letter and go to Ombudsman Services for adjudication

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Forum Team
Message 4 of 4
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Re: Automatic Compensation

Hi @Produx thanks for your post here, although we're sorry to hear of the concerns you've raised here.

The automatic compensation if eligible, should be automatically applied to your first bill so I'm sorry if the agent had confused with you their statement here.

However, please allow me to send you a PM so I can look into things further for you - kindly expect the PM from me to arrive shortly, and respond directly when you can!
Many thanks

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