TV outage since 10/04

[Dpersaud]

No TV image since last Wednesday constant date of fix changing.  What compensation will there be?

Issue 1

We hope to fix this by 17 April at 17:04

Outage Identified and Raised

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

[Dpersaud]

And you cannot get through to anyone, the chat function doesn’t work and to get compensation you are meant to register the issue, as only BB and phone are automatic compensate, which you cannot do because VM make it very difficult to communicate with them.  £9.76 per day for total loss of service after 2 full days.  If you use service checker they don’t allow you to register the issue as it pre-empts the issue and say they are working on it.  Text updates on the issue do not furnish any updates.  Where is this so called friendly team willing to take my call.   

[David_Bn]

Thanks for reaching out to us @Dpersaud, and I'm welcome back to our Community Forums!

Sorry to hear of the detriment there has been to the service held with us, due to a local area outage.

Looking into this for you, it unfortunately looks like the estimated fix date and time is currently set to 18/04/24 at 13:00.

Our team will be sure to do all within their power to have all users effected by the outage to be back up and running as soon as they possibly can.

When customers check in on the service status checker, this would automatically register them for any loss of service compensation credit, as per the scheme, that they are due to be paid.

Thanks for your patience on this matter thus far,

David_Bn

[nodrogd]

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@Dpersaud wrote:

And you cannot get through to anyone, the chat function doesn’t work and to get compensation you are meant to register the issue, as only BB and phone are automatic compensate, which you cannot do because VM make it very difficult to communicate with them.  £9.76 per day for total loss of service after 2 full days.  If you use service checker they don’t allow you to register the issue as it pre-empts the issue and say they are working on it.  Text updates on the issue do not furnish any updates.  Where is this so called friendly team willing to take my call.   

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TV outages are not covered by OFCOMs compensation rules, as it is not seen as an "essential" service. So if you have only lost TV, the only thing you are likely to get is a refund of the TV part of your bill for the outage period less 48 hours.