japitts
Very Insightful Person
Joined 16 years ago
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Re: Compensation for loss of services
As long as you've registered your loss-of-service, then the updates given by the status tool are subsequently irrelevant providing you meet the criteria on https://www.virginmedia.com/help/billing-and-payments/automatic-compensation Only broadband & landline telephony are covered, and there's a 2working day period from the outage. My understanding is that if you registered LOS on Tuesday, then Wednesday & Thursday count as grace, and the £9.98 per day will start registering on Friday unless the fault is rectified before 23:59 on Friday PM - in which case nothing is payable. Ofcom don't consider individual customer complaints except for statistical purposes, but VM do have a formal complaints process which allows for referral to external arbitration after 8weeks.1View0likes0CommentsRe: Badgered for a month to renew, and then the price suddenly jumps up!
but I said I would need to check with my wife before committing and asked for a call back in a couple of days. ...The return call never came and this fell to the back of my mind. VM's offers are nearly always "of the moment" and rarely repeated. The famous Martin Lewis advice of "saying I'm not sure to go an check with the dog, cat, etc" doesn't work with Virgin.. you are far better to accept the offer on-the-spot, and use the 14day statutory cancellation as your get-out-of-jail card.14Views0likes0CommentsRe: V360 So called "Upgrade" - help please!
Take a look at the photos of the boxes at https://www.virginmedia.com/care/tv-fault/which-tv-boxand can you clarify which you had? I ask because the legacy TiVo's cannot take Horizon software (which is what drives TV360) and are physically swapped for new boxes. It's only the V6 which can be software reformatted.22Views0likes0CommentsRe:
When you had service techs out, how did they leave things? I'd like to think they left you either with restored service that has since failed, or with a plan of action for next steps. Or did they, as your post implies, shrug their shoulders and leave you with nothing? This seems a little unusual.21Views0likes0CommentsRe: Fault Ref: F012026195
Please tell me EXACTLY when this will be fixed - not just ‘As soon as possible’. Having worked in telecoms fault management in the past, "as soon as possible" really is the answer. Estimated resolution times will usually be based on a combination of SLA & previous fixes for a similar issue.38Views0likes0CommentsRe: Loss of all Services in Area 22
The primary fault-reporting channel is via phone - 0345 4541111 or 150 from a VM landline. Responses on this forum can sometimes take a couple of days, making this board best for non-urgent issues. Firstly check via the automated 0800 5610061 status line whether a loss-of-service is known about in your street/postcode27Views0likes0Comments