Am I entitled to compensation from Virgin Media?
If you’re suffering issues with your internet, call or mobile services you may be entitled to compensation.
But when it comes to TV outages, the services don’t come under that same scheme.
We’ve asked Virgin Media if there’s compensation available for TV customers and we’ll update this page when we know more.
If you’re a Virgin Media customer you can visit the My Virgin service update website to check the service status where you live when the site is working.
To find out if there are problems in your area, enter your postcode.
Internet firms usually pay out £8 for each day broadband and home phone services are not repaired after two full days of no service.
They will also pay £25 for each missed appointment, or for appointments cancelled with less than 24 hours’ notice, plus you’ll get £5 for each calendar day delay to the start of the new service.
This is usually automatic.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
If you’re without service for a sustained period of time then you may also have the right to leave without incurring a fee, although neither of these are automatic – you need to ask your provider.
If your problem is still unresolved after eight weeks, you can complain to an independent Alternative Dispute Resolution (ADR) scheme.
Virgin Media is signed up to the CISAS ADR scheme.
