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-   -   Automatic compensation for broadband users goes live (https://www.cableforum.uk/board/showthread.php?t=33707547)

pip08456 04-04-2019 18:37
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by Taf (Post 35989984)
I call immediately, and I'm often told I am the first to report a problem in the area. An hour or so later up pops "area network problem, techs on their way". So is there a critical mass of complaints required to tip them into action?
I should imagine so Taf. Why send networks out if an engineer can fix it with a home visit?

spiderplant 04-04-2019 19:34
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by Taf (Post 35989984)
I call immediately, and I'm often told I am the first to report a problem in the area. An hour or so later up pops "area network problem, techs on their way". So is there a critical mass of complaints required to tip them into action?
There is a team who monitor the fault calls to spot common patterns. But many network faults are detected automatically without anybody calling at all.

livelysprite 13-07-2019 19:15
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by ozsat (Post 35989907)
after 2 full working days from registering the loss of service to us
I can't get my head around what that is supposed to mean. The way I read it is you only get £8 a day after you have been without broadband for 2 working days and if it's fixed on the 3rd day, you get nothing.

Just this month, the electrical cable in our street burned out and the burning damaged some virgin media cables underground. I had no electricity or broadband for two days. I called VM after two working days and an automated message said "you have been without broadband for 2 working days" and "you have not registered the fault, press 1 to register and get a credit on your next bill". I'll just have to wait and see if I get £8 per day.

spiderplant 13-07-2019 20:58
Re: Automatic compensation for broadband users goes live
 
The policy in detail is here:
https://store.virginmedia.com/the-le...pensation.html

RichardCoulter 13-07-2019 23:21
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by livelysprite (Post 36002413)
I can't get my head around what that is supposed to mean. The way I read it is you only get £8 a day after you have been without broadband for 2 working days and if it's fixed on the 3rd day, you get nothing.

Just this month, the electrical cable in our street burned out and the burning damaged some virgin media cables underground. I had no electricity or broadband for two days. I called VM after two working days and an automated message said "you have been without broadband for 2 working days" and "you have not registered the fault, press 1 to register and get a credit on your next bill". I'll just have to wait and see if I get £8 per day.
The way I read it, they will pay £8 per day from the third day if it's still off by 23:59 on the second day provided that the customer reported the fault immediately. Each day that you don't report it (even if VM know about it from another source) means one less day of compensation.

In the example you quoted, as it would have been off at 23:59 on the second day, you would get £8- even if VM fixed it at midnight.

Have I read it correctly when I take it to mean that priority fault customers don't have to serve the two waiting days?

livelysprite 07-08-2019 13:11
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by RichardCoulter (Post 36002470)
The way I read it, they will pay £8 per day from the third day if it's still off by 23:59 on the second day provided that the customer reported the fault immediately. Each day that you don't report it (even if VM know about it from another source) means one less day of compensation.

In the example you quoted, as it would have been off at 23:59 on the second day, you would get £8- even if VM fixed it at midnight.

Have I read it correctly when I take it to mean that priority fault customers don't have to serve the two waiting days?

Well, this month's bill is in and I have zero compensation.

SnoopZ 07-08-2019 13:14
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by livelysprite (Post 36005186)
Well, this month's bill is in and I have zero compensation.
I still think you have to activate something online to say you have a fault but i could be wrong?

pip08456 07-08-2019 13:25
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by SnoopZ (Post 36005187)
I still think you have to activate something online to say you have a fault but i could be wrong?
livelysprite didn't get any compo because he wasn't without BB for 2 days after registering the fault.

livelysprite 07-08-2019 14:00
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by pip08456 (Post 36005189)
livelysprite didn't get any compo because he wasn't without BB for 2 days after registering the fault.
Yes, one always seems to learn the hard way with VM and such like.

pip08456 07-08-2019 14:28
Re: Automatic compensation for broadband users goes live
 
Quote:
Originally Posted by livelysprite (Post 36005197)
Yes, one always seems to learn the hard way with VM and such like.
Unfortunately yes. There are more than you who have learned a lesson from this thread, myself included.

ozsat 08-08-2019 11:39
Re: Automatic compensation for broadband users goes live
 
It they are aware of the fault you can automatically register via phone options without needing to speak to anyone.

But I always understood the compensation as being in effect from the point you reported it and not the point the fault started.

It does prompt people to report issues to - many don't bother reporting their issues and then complain when they are not fixed.

Travelstar 17-08-2019 17:28
Re: Automatic compensation for broadband users goes live
 
What happens in the case of partial service though. My reading of the wording suggests nothing.

BenMcr 26-03-2020 09:42
Re: Automatic compensation for broadband users goes live
 
Just thought it was worth pointing out that OFCOM have suspended the scheme due to the Coronavirus Pandemic

https://www.ofcom.org.uk/phones-tele...tion-need-know

Quote:
Update 25 March 2020 – the coronavirus
This is an unprecedented time for our country, and keeping communications going across the UK has never been more important. Broadband and landline services will play a vital role as we all adapt the way we live and communicate in the wake of the coronavirus.

Given the unique circumstances presented by the coronavirus, Ofcom’s view is that it would be legitimate for providers not to pay automatic compensation just as if the civil emergencies exception in the Automatic Compensation Scheme applies. Where signatories do claim this exception applies, we expect them to clearly communicate the reasons why to their customers, and continue to act in their customers' best interests.


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