Virgin Media TV outage – can I get compensation or a refund?

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.

Issue with Virgin Media were first reported this morning (December 2) with thousands of customers reporting issues.

Those affected are unable to watch their favourite shows, while some say they are also having a problem with their broadband.

Virgin said its internet services are not affected, but it's "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?

Unfortunately there's not an automatic compensation scheme like there is with 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.

The automictic 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 they miss an appointment.

How can I complain to Virgin?

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.

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