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Automatic compensation for broadband users goes live
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Old 04-04-2019, 18:37   #16
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Re: Automatic compensation for broadband users goes live

Quote:
Originally Posted by Taf View Post
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?
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Old 04-04-2019, 19:34   #17
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Re: Automatic compensation for broadband users goes live

Quote:
Originally Posted by Taf View Post
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.
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Old 13-07-2019, 19:15   #18
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Re: Automatic compensation for broadband users goes live

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Originally Posted by ozsat View Post
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.
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Old 13-07-2019, 20:58   #19
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Re: Automatic compensation for broadband users goes live

The policy in detail is here:
https://store.virginmedia.com/the-le...pensation.html
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Old 13-07-2019, 23:21   #20
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Re: Automatic compensation for broadband users goes live

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Originally Posted by livelysprite View Post
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?
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Old 07-08-2019, 13:11   #21
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Re: Automatic compensation for broadband users goes live

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Originally Posted by RichardCoulter View Post
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.
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Old 07-08-2019, 13:14   #22
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Re: Automatic compensation for broadband users goes live

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Originally Posted by livelysprite View Post
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?
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Old 07-08-2019, 13:25   #23
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Re: Automatic compensation for broadband users goes live

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Originally Posted by SnoopZ View Post
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.
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Old 07-08-2019, 14:00   #24
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Re: Automatic compensation for broadband users goes live

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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.
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Old 07-08-2019, 14:28   #25
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Re: Automatic compensation for broadband users goes live

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Originally Posted by livelysprite View Post
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.
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Old 08-08-2019, 11:39   #26
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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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Old 17-08-2019, 17:28   #27
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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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