Automatic compensation

[FUWVM01]

Could someone direct me in the right direction why first month (30 day) is not counted towards the compensation. Is this normal/usual and if so under what circumstances this happens. Appreciate the relevant link to this condition. For example, in such cases when the connection is delayed by 40 days is it only 10days counted towards compensation? Thanks. 

[goslow]

Similar past topics on here often indicate that the VM folk on the phone have no idea at all about the VM compensation scheme and how it is supposed to work. They often seem to invent their own compensation offerings instead. See below

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

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

OFCOM's CoP is here

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

If you believe you are entitled to compo for a delayed installation, you may need to go through the VM complaints system first and then on to a complaint to CISAS.

If you want to elaborate on your situation, then others on here may offer further guidance and suggestions.

[Kain_W]

Hi there FUWVM01,

Thanks for your post and welcome back to the community.

Just to clarify, is this regarding a delayed install of your service or are you active currently?

Let us know,

[FUWVM01]

Hi Kain, thanks for the response. 

Just to clarify, it is regarding my delayed new installation.

service or are you active currently?

[Zach_R]

Hi @FUWVM01,

Thank you for expanding. We outline in our credit policy what would be eligible for auto-compensation, including the amount that you'd receive and when you'd expect to receive it.

Thanks,
 

[PWO027]

Interesting!!

So we were without any service (no BB, TV, phone) from 1-30 Jun this year.  We were told that the compensation for the accepted TLS would be automatically applied at the next bill after the service was resolved.  It never happened.  I chased 24 Aug and was told it was sorted out and that notes reflecting that had been made on our account, "just in case".  I chased again today as the "just in case" was of course the outcome.

I was offered a rebate of 1 months rental.  I refused and asked to speak to a manager.  She, the manager, offered me exceptionally £100 as a gesture of good will.  I refused outlining events yet again.  She informed me that although I had a TLS, it isn't recognised by the system and I should read my T&Cs, and that although the OFCOM says £8.40 per day (within 30 days of service restoration of course), I wouldn't be paid that because, yet again, it isn't recognised by the system, and, if I refused the £100 it wouldn't be offered again.  Did I want it to go to an adjudicator?  YES PLEASE!!  At which point her whole demeanour became more combative.  I now wait to see if I actually receive the paperwork on the door mat in the prescribed time.

I wonder what interest we'd have received if it was in our bank and what all these small individual amounts add up to......

[Natalie_L]

Hi PWO027, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear of your loss of service and your experience on the phone. 

Can you please confirm if you have requested a deadlock letter to take this matter to a third party adjudicator?

If so, details for the next steps can be found here. 

Thanks, 

[PWO027]

Hi Natalie, Apologies for the tardy reply.  So this would appear to be resolved.  The day after I was called by VM to say they had had another look and I was indeed entitled to automatic compensation.  Result, a credit will be placed on my account (which it has been).  The cynic in me says it was resolved the day after my monthly bill was issued so will not start to reflect against actual bills for another month……

KR, Paul

[Andrew-G]

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@PWO027 wrote:

Interesting!!

So we were without any service (no BB, TV, phone) from 1-30 Jun this year.  We were told that the compensation for the accepted TLS would be automatically applied at the next bill after the service was resolved.  It never happened.  I chased 24 Aug and was told it was sorted out and that notes reflecting that had been made on our account, "just in case".  I chased again today as the "just in case" was of course the outcome.

I was offered a rebate of 1 months rental.  I refused and asked to speak to a manager.  She, the manager, offered me exceptionally £100 as a gesture of good will.  I refused outlining events yet again.  She informed me that although I had a TLS, it isn't recognised by the system and I should read my T&Cs, and that although the OFCOM says £8.40 per day (within 30 days of service restoration of course), I wouldn't be paid that because, yet again, it isn't recognised by the system, and, if I refused the £100 it wouldn't be offered again.  Did I want it to go to an adjudicator?  YES PLEASE!!  At which point her whole demeanour became more combative.  I now wait to see if I actually receive the paperwork on the door mat in the prescribed time.

I wonder what interest we'd have received if it was in our bank and what all these small individual amounts add up to......

---

Whilst this has now been resolved, that's only because you persevered in the face of barefaced lies and bullying behaviours.  Can I suggest you report this to Ofcom?  You may be OK now, but it would seem likely that other customers may not be so well informed and persistent, and will be getting less than they are entitled to or even nothing at all due to VM's disreputable approach to this matter.

[Matthew_ML]

Hey PWO027, thank you for letting me know this has now been resolved I am sorry about any trouble this may have caused you.

Please do reach out if you ever need anything again. Thanks