Virgin Media has had some issues with people across the UK - including in Glasgow - noting that their phone and broadband services have gone down.
As well Virgin Media going down last week, it also happened in the early hours of this morning (April 14) just after 12am with many people taking to DownDetector and social media to log reports and vent their frustrations with several users in the city taking to the comments on DownDetector saying: "Not great in Cumbernauld Glasgow."
But if this happens to you, whether it's once or several times, is there any way you can claim back compensation? Here's what you need to know.
READ MORE: Glasgow first time buyers and those on low income urged to apply to scheme
Virgin Media down - are you entitled to compensation?
Virgin Media's Automatic Compensation scheme
Said to offer a "fair and consistent compensation for our customers who experience a qualifying service issue" Virgin media say that under the scheme, they will "automatically credit your bill for fixed phone line and broadband issues, no matter if you’re a new or existing customer."
Here’s how much they will credit you for the following service issues:
- £9.33 per day for a total loss of service after two full working days from registering the loss of service to us
- £5.83 per day if we don’t install your services on the promised day until installation’s completed
- £29.15 if we don’t turn up on the promised day of an appointment
They note that credits won’t be paid under the scheme based on safety concerns related to Covid-19 if they cannot attend a property due to a customer self-isolating or shielding.
They add: "External appointments that do not require you to be at home are not included within the scheme for missed appointment payments."
How to claim compensation
In order to be eligible for any credit, you will need to report that you are having issues and after that, the provider says you do not need to do much else.
They ask customers that if they have has a loss in services, they should check to see if there’s an outage in their area using their service checker and either report the issue by registering it online or calling them.
They add: "If we haven’t fixed the fault within 48 hours from the end of that day, you will be entitled to £9.33 credit per day until it’s sorted. Once you’ve reported the issue to us and service has been fully restored, any credit owed will be automatically calculated and applied to your bill – so there’s no need to call us to credit you."
You can find out more about how to claim compensation and what to do if your services go down via the Virgin Media website .
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