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Automatic compensation for broadband users goes live
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Old 01-04-2019, 08:12   #1
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Automatic compensation for broadband users goes live

https://www.bbc.co.uk/news/business-47768666
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Old 01-04-2019, 11:41   #2
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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.
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Old 01-04-2019, 11:50   #3
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Re: Automatic compensation for broadband users goes live

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Originally Posted by SnoopZ View Post
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.
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
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Old 01-04-2019, 12:33   #4
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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?
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Old 01-04-2019, 13:48   #5
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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.
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Old 01-04-2019, 13:51   #6
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Re: Automatic compensation for broadband users goes live

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Originally Posted by nodrogd View Post
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?
Here's the details on how it works for VM:

https://www.virginmedia.com/help/automatic-compensation
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Old 04-04-2019, 10:19   #7
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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.
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Old 04-04-2019, 10:35   #8
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Re: Automatic compensation for broadband users goes live

Quote:
Originally Posted by ozsat View Post
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.
I don't see a problem. If they can't be arsed to report it they don't get compo. Simples.
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Old 04-04-2019, 13:18   #9
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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.
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I don't see a problem. If they can't be arsed to report it they don't get compo. Simples.
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Old 04-04-2019, 15:56   #10
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Re: Automatic compensation for broadband users goes live

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Originally Posted by ozsat View Post
Exactly - I always report a fault straight away but it seems to be a lot of effort for some people.
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.
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Old 04-04-2019, 17:26   #11
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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??
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Old 04-04-2019, 17:44   #12
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Re: Automatic compensation for broadband users goes live

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Originally Posted by RichardCoulter View Post
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??
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.
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Old 04-04-2019, 17:55   #13
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Re: Automatic compensation for broadband users goes live

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Originally Posted by Hugh View Post
Or maybe not?

If youíve lost a service, you want it fixed, and you want to report it - if not, you canít blame anyone.
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...
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Old 04-04-2019, 18:26   #14
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Re: Automatic compensation for broadband users goes live

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Originally Posted by japitts View Post
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...
They often come out with utter nonsense though!

I usually call a British CS agent.
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Old 04-04-2019, 18:32   #15
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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?
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