The Retirement Thread

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gavroche

gavroche

Getting old but not past it
Still no sign of Drago then?
 
ColinJ

ColinJ

Puzzle game procrastinator!
numbnuts said:
:angry: do I get a refund for the six hours it was off
Click to expand...
I think that the short answer is... NO! :whistle:

Virgin Media t&c said:
Credit for a delayed repair following loss of service to a fixed line or broadband service

8. Subject to paragraph 35 (exclusions) Virgin Media will credit a customer if:

a. The customer reports a Total Loss of Service (TLS) in relation to their Virgin Media fixed line or broadband service, including during the upgrade or downgrade of a tier of service when signing a new contractual commitment or following the installation of new equipment; and

b. following an engineer visit or remote testing and diagnosis, a TLS is identified and a fault is (or should have been) recorded on that line or service; and

c. the fault is not resolved by 23.59pm on the day two working days after the fault is reported by a customer (the “Payment Trigger Time”), unless the customer has requested a later date for repair. For example, if a fault is reported on a Monday, credit will become payable if the fault has not been fixed by the Payment Trigger Time of 23.59pm on Wednesday.

9. Credit will not apply in respect of any planned network service outage which is notified to the customer in advance. This notice will be provided by Virgin Media no less than 24 hours before the planned outage

10. Subject to the application of paragraphs 32-36 (Limit on payments), the amount of credit payable shall be a minimum of:

a. £8 for the Payment Trigger Time; and

b. £8 for each full calendar day the TLS continues for after the Payment Trigger Time.

11. The customer is not required to submit an additional request for credit beyond the first notification to Virgin Media.

12. Credit will be payable for this service failure in addition to any credit payable as a result of a missed appointment (paragraph 18). Credit shall be paid in the form of a bill credit, or if the customer or Virgin Media subsequently terminates or cancels the service, via a cheque.

13. If an applicable fault occurs for a customer registered as eligible for “Priority Fault Repair” in accordance with Ofcom General Condition C5, then the time for measuring resolution of such a fault shall start from the time Virgin Media first became aware of the issue, even if the customer is unable to report it until later. The customer is still required to report the fault, even if Virgin Media became aware of it separately.

14. The TLS must be reported to Virgin Media via Customer Services by calling 150 from a Virgin Media phone or 0345 454 1111 from any other phone, or via the dedicated links on virgin Media’s website for reporting faults. If Virgin Media is made aware of a fault via any other channel, such as social media or email, this will not be treated as a valid report under this policy.

15. The resolution of the TLS shall be measured from the time the issue is reported provided Virgin Media has been able to confirm that there is a fault.

16. For the purposes of The Scheme “Total Loss of Service” means:

a. in relation to a fixed voice telephony service either: i) where the customer is unable to make any outgoing calls or to receive any incoming calls; or ii) where the service only allows for one-way transmission;

b. in relation to a broadband service where the customer is unable to access the public internet via a wired connection,

in each case as a result of an unplanned change in the operation of the network(and/or elements of that network) provided by Virgin Media or used by it to provide its services. Total Loss of Service on broadband does not include loss of service of Wi-Fi when the service is still available through a wired connection.

17. Virgin Media reserves the right to pass on any costs it incurs as a result of a total loss of service resulting from a customer’s action, for example a customer caused fault or in-home issue.
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BoldonLad

BoldonLad

Not part of the Elite
welsh dragon said:
Morning to all you reprebates. Dull and indeed yucky here again. Oh well, the summer was nice while we had it.:laugh:

Bin day today. Let's hope they actually empty the bins today as they didn't last week. It's a bit like a lottery here where the bin men (can i still say bin MEN) are concerned

Stay safe peeps.:hello:
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Definitely, if you are criticising them ;)
 
E

ebikeerwidnes

Guru
When our Virgin Broadband and TV was off I Was told by a very insistent 'manager' that they had no way of any kid whatsoever of producing a refund in any situation at all - unless it was at least 48 hours and then it was automatic
funny organisation where the Chielf Exec cannot authorise a payment to a customer in some circumstances
but there you go

Customer Service at VM has really gone down since I started with them some years ago!
 
welsh dragon

welsh dragon

Thanks but no thanks. I think I'll pass.
ebikeerwidnes said:
When our Virgin Broadband and TV was off I Was told by a very insistent 'manager' that they had no way of any kid whatsoever of producing a refund in any situation at all - unless it was at least 48 hours and then it was automatic
funny organisation where the Chielf Exec cannot authorise a payment to a customer in some circumstances
but there you go

Customer Service at VM has really gone down since I started with them some years ago!
Click to expand...


Customers don't matter anymore. They don't care
 
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