Automatic compensation for broadband users goes live
 

Re: Automatic compensation for broadband users goes live
 

I wonder if they compensate if a customer only gets 1/2 their advertised speed, probably very unlikely but maybe it will make VM pull their finger out and speed up fixing it as it would prove expensive for them.

Re: Automatic compensation for broadband users goes live
 

There is a separate Speed Code that came in last month for that covers speed issues for broadband:

https://www.ofcom.org.uk/phones-tele...codes-practice

https://www.virginmedia.com/shop/broadband/speeds.html

Re: Automatic compensation for broadband users goes live
 

Just thinking of all those new customers waiting for construction work to be completed before they can be connected. Will they be entitled to compensation before they have even become customers?

Could it lead to a lot more properties being declared unserviceable rather than VM risk a long delay?

Re: Automatic compensation for broadband users goes live
 

I have a feeling that this will mostly benefit those customers on fibre over the Openreach network.

Re: Automatic compensation for broadband users goes live
 

Here's the details on how it works for VM:

https://www.virginmedia.com/help/automatic-compensation

Re: Automatic compensation for broadband users goes live
 

The big problem a lot of people are going to get relates to this - £8 per day for a total loss of service after 2 full working days from registering the loss of service to us

So many people loose a service and think somebody else will report it and the provider can see it - and so it doesn't get fixed.

You see issues raised in the forums all the time where people are complaining about the loss of a service or issues with it - but it is too much trouble to dial 150 and report it.

Re: Automatic compensation for broadband users goes live
 

I don't see a problem. If they can't be arsed to report it they don't get compo. Simples.

Re: Automatic compensation for broadband users goes live
 

Exactly - I always report a fault straight away but it seems to be a lot of effort for some people.

Re: Automatic compensation for broadband users goes live
 

Glad I'm not the only one. As someone else has said, the forum is full of people with faults who would seemingly rather tolerate a dodgy service than call CS. I've never understood it.

Re: Automatic compensation for broadband users goes live
 

I've seen posts that say that customers are reluctant to phone CS due to various issues and/or ask when they will be more likely to get someone from the UK to answer.

Maybe that's why??

Re: Automatic compensation for broadband users goes live
 

Or maybe not?

If you’ve lost a service, you want it fixed, and you want to report it - if not, you can’t blame anyone.

Re: Automatic compensation for broadband users goes live
 

Indeed. I can sympathise with people who want to avoid dealing with offshore CS, and it doesn't reflect well on VM that they use them. But if the alternative is prolonged loss of service, then any CS is better than none. Surely...

Re: Automatic compensation for broadband users goes live
 

They often come out with utter nonsense though!

I usually call a British CS agent.

Re: Automatic compensation for broadband users goes live
 

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?

Re: Automatic compensation for broadband users goes live
 

I should imagine so Taf. Why send networks out if an engineer can fix it with a home visit?

Re: Automatic compensation for broadband users goes live
 

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.

Re: Automatic compensation for broadband users goes live
 

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.

Re: Automatic compensation for broadband users goes live
 

The policy in detail is here:
https://store.virginmedia.com/the-le...pensation.html

Re: Automatic compensation for broadband users goes live
 

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?

Re: Automatic compensation for broadband users goes live
 

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

Re: Automatic compensation for broadband users goes live
 

I still think you have to activate something online to say you have a fault but i could be wrong?

Re: Automatic compensation for broadband users goes live
 

livelysprite didn't get any compo because he wasn't without BB for 2 days after registering the fault.

Re: Automatic compensation for broadband users goes live
 

Yes, one always seems to learn the hard way with VM and such like.

Re: Automatic compensation for broadband users goes live
 

Unfortunately yes. There are more than you who have learned a lesson from this thread, myself included.

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.

Re: Automatic compensation for broadband users goes live
 

What happens in the case of partial service though. My reading of the wording suggests nothing.

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