VIRGIN Media customers are unable to watch telly after a major outage.
But what happens when your TV service is disrupted? We explain if you’re due a refund or compensation.
Issues with Virgin Media were first reported this morning (December 2), with thousands of customers saying they have problems with the service.
Those affected were unable to watch their favourite shows, while some said they were also having a problem with their broadband.
Virgin said its internet services are not affected, but it is “aware of an issue currently affecting TV services”.
It added that it’s “working hard to resolve this as quickly as possible”.
Can I get compensation for a TV outage?
If your broadband or phone goes down, you might get compensation automatically.
Unfortunately there’s not an automatic compensation scheme for TV like there is with these other services.
Virgin Media says on its website: “Only our broadband and home phone services fall under our automatic compensation scheme.”
We’ve asked Virgin Media if customers affected will be able to claim compensation or a refund and will update when we hear back.
If you’re not happy with your service you can make a complaint. You’re unlikely to get refund or compensation, but it’s always worth trying.
You can complain to Virgin via phone, online or by post.
You’ll need to give details about the issue, your account number, and email or phone number for them to contact you.
You can find out more about making a complaint on Virgin Media’s website.
How does compensation work for broadband and phone?
The automatic compensation scheme for broadband and landline customers was first brought in by regulator Ofcom in 2019.
It applies to most major providers, including Virgin Media, if things go wrong with your internet connection or phone.
During the height of the pandemic the scheme was suspended, but it is now back in place again.
You can get money back automatically if you have at least 48 hours without broadband or phone services, your installation is delayed, or if the provider misses an appointment.
If you lose phone or internet service, you’ll need to report the fault to your provider to be in line for the compensation.
You should be set to receive an initial £8.06 if the service is not fixed two full working days after you report it, and then £8.06 for each full day it’s still not fixed after that.
If an engineer doesn’t turn up for a scheduled appointment, or it’s cancelled with less than 24 hours notice, you get £25.18.
And if you were due to start a new service on a specific date, but it didn’t happen, you can get £5.04 for each calendar day it’s delayed.
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