Automatic compensation for broadband users goes live
01-04-2019, 08:12
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#1
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Chief Mechanical Engineer
Join Date: Jul 2014
Location: WEST RIDING of YORKSHIRE.
Services: V.M. M. 125
November 6 2018. Finally connected.
Posts: 262
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Automatic compensation for broadband users goes live
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01-04-2019, 11:41
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#2
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CF Resident Dog
Join Date: Mar 2005
Posts: 14,265
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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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PSN: Snoopzster
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01-04-2019, 11:50
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#3
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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
Quote:
Originally Posted by SnoopZ
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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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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01-04-2019, 12:33
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#4
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cf.mega poster
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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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01-04-2019, 13:48
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#5
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Bah Humbug!!
Join Date: Feb 2004
Location: Glasgow
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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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01-04-2019, 13:51
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#6
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Virgin Media Staff
Join Date: Nov 2006
Location: Manchester
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by nodrogd
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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Here's the details on how it works for VM:
https://www.virginmedia.com/help/automatic-compensation
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04-04-2019, 10:19
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#7
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cf.mega poster
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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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04-04-2019, 10:35
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#8
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by ozsat
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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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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04-04-2019, 13:18
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#9
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cf.mega poster
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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.
Quote:
Originally Posted by pip08456
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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04-04-2019, 15:56
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#10
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cf.geek
Join Date: Apr 2008
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by ozsat
Exactly - I always report a fault straight away but it seems to be a lot of effort for some people.
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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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04-04-2019, 17:26
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#11
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cf.mega poster
Join Date: Jan 2008
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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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04-04-2019, 17:44
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#12
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laeva recumbens anguis
Cable Forum Team
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by RichardCoulter
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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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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04-04-2019, 17:55
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#13
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cf.geek
Join Date: Apr 2008
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by Hugh
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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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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04-04-2019, 18:26
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#14
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cf.mega poster
Join Date: Jan 2008
Posts: 10,061
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Re: Automatic compensation for broadband users goes live
Quote:
Originally Posted by japitts
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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They often come out with utter nonsense though!
I usually call a British CS agent.
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04-04-2019, 18:32
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#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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