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What counts as a "total loss of service"?

robatwork
On our wavelength

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

My internet has been up and down over the last 10 days, until an engineer has seemingly fixed it yesterday.

The phrase "total loss of service" implies everything has been down for a day - not even 1 packet getting through in 24 hours. I can't say that - it's just been so bad on some days as to be unusable in a practical sense. Could get to some websites occasionally but then not respond/drop connection. 

So what is VM's definition in practice?

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

VM's definition para 16 below

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

OFCOM's definition para 23 below

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

TLS applies to phone or broadband. TV service isn't covered by the scheme.

The automatic compensation scheme doesn't apply to a slow or poor quality connection.

You could log a complaint to VM

https://www.virginmedia.com/help/complaints

and request a credit be applied for the poor service over 10 days. Refer to T&Cs section R para 14

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_and_Phone_FROM_01_MAY_20...

In terms of effort versus reward though (and if the problem is now fixed) it might be a whole lot of effort for probably little/no reward.

See where this Helpful Answer was posted

4 REPLIES 4

nodrogd
Very Insightful Person
Very Insightful Person

OFCOMs definition of loss of service is “The service (Broadband &/or Landline Phone) has stopped working”. Therefore, if it has been intermittent or partially working it is not total loss.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

 

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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goslow
Alessandro Volta

VM's definition para 16 below

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

OFCOM's definition para 23 below

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

TLS applies to phone or broadband. TV service isn't covered by the scheme.

The automatic compensation scheme doesn't apply to a slow or poor quality connection.

You could log a complaint to VM

https://www.virginmedia.com/help/complaints

and request a credit be applied for the poor service over 10 days. Refer to T&Cs section R para 14

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_and_Phone_FROM_01_MAY_20...

In terms of effort versus reward though (and if the problem is now fixed) it might be a whole lot of effort for probably little/no reward.

robatwork
On our wavelength

The VM definition is too circular for my liking and makes no sense.

Actually the Ofcom definition is helpful

Their service has stopped working and it is not fully fixed after two full working days.

This reads that if the service is degraded and not fully fixed then that counts. I may do it as a point of principle - thanks

Hi @robatwork thanks for your post here although we're sorry to hear of your concerns raised.

I've ran some checks here and I can see that you got some help on this matter since you posted in this thread - can you confirm if you still require further help or is everything now resolved for you?

Many thanks

Tom_W