Automatic compensation for broadband users goes live
04-04-2019, 18:37
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#16
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 68
Services: With VM for BB 250Mb service.(Deal)
Posts: 11,652
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by Taf
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?
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I should imagine so Taf. Why send networks out if an engineer can fix it with a home visit?
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04-04-2019, 19:34
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#17
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cf.mega poster
Join Date: Jun 2003
Posts: 8,898
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by Taf
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?
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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.
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13-07-2019, 19:15
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#18
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cf.member
Join Date: May 2019
Posts: 65
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by ozsat
after 2 full working days from registering the loss of service to us
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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.
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13-07-2019, 20:58
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#19
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cf.mega poster
Join Date: Jun 2003
Posts: 8,898
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Re: Automatic compensation for broadband users goes live
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13-07-2019, 23:21
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#20
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cf.mega poster
Join Date: Jan 2008
Posts: 10,048
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by livelysprite
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.
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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?
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07-08-2019, 13:11
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#21
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cf.member
Join Date: May 2019
Posts: 65
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by RichardCoulter
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?
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Well, this month's bill is in and I have zero compensation.
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07-08-2019, 13:14
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#22
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CF Resident Dog
Join Date: Mar 2005
Posts: 14,254
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by livelysprite
Well, this month's bill is in and I have zero compensation.
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I still think you have to activate something online to say you have a fault but i could be wrong?
__________________
PSN: Snoopzster
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07-08-2019, 13:25
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#23
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 68
Services: With VM for BB 250Mb service.(Deal)
Posts: 11,652
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by SnoopZ
I still think you have to activate something online to say you have a fault but i could be wrong?
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livelysprite didn't get any compo because he wasn't without BB for 2 days after registering the fault.
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07-08-2019, 14:00
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#24
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cf.member
Join Date: May 2019
Posts: 65
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by pip08456
livelysprite didn't get any compo because he wasn't without BB for 2 days after registering the fault.
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Yes, one always seems to learn the hard way with VM and such like.
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07-08-2019, 14:28
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#25
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 68
Services: With VM for BB 250Mb service.(Deal)
Posts: 11,652
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by livelysprite
Yes, one always seems to learn the hard way with VM and such like.
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Unfortunately yes. There are more than you who have learned a lesson from this thread, myself included.
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08-08-2019, 11:39
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#26
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cf.mega poster
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Location: Oxford (area 31)
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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.
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17-08-2019, 17:28
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#27
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cf.member
Join Date: Feb 2016
Posts: 94
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Re: Automatic compensation for broadband users goes live
What happens in the case of partial service though. My reading of the wording suggests nothing.
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26-03-2020, 09:42
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#28
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Virgin Media Staff
Join Date: Nov 2006
Location: Manchester
Services: 360 x2, Maxit TV, Sky Sports and Sky Cinema. Gig1
Posts: 17,929
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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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