Virgin Media says that thousands of customers were affected by the internet outage on Tuesday morning.
The provider’s services were down for around eight hours with many users complaining they were unable to get access to the internet.
According to the website DownDetector, which tracks outages, the provider saw a huge spike in customers reporting outages with over 25,000 after 1am. Almost 75% of these reports were issued with the internet or landline, while nearly 25% of users complained of a "total blackout".
Many users took to social media to vent their frustrations after struggling to access their WiFi. But, if you were affected by the outage, is it possible to claim compensation for the inconvenience?
Read more: Virgin Media down as thousands of users left without internet
Will I receive compensation if my Virgin internet went down?
UK communications regulator Ofcom launched an automatic compensation scheme in April 2019. It means that broadband and landline customers will automatically receive a refund from their provider when things go wrong without having to ask for compensation.
Virgin joined the scheme when it launched in April 2019 with other providers such as BT, Sky, PlusNet and EE among those who are also members.
How much compensation am I entitled to?
For a delayed repair after a loss of service, for example following an outage, customers are entitled to £9.33 for each day the service is not repaired. However, this only applies if the service stops working and is not fully fixed after two full working days.
If an engineer fails to turn up for a scheduled appointment, or it is cancelled with less than 24 hours' notice, the customer is entitled to £29.15 for each missed appointment. For a delay to a start of a new service, if the provider fails to deliver it on a particular date, the customer is entitled to £5.83 for each day of delay, including the missed start date.
How is compensation paid?
Refunds should be paid within no later than 30 days. The compensation will arrive as a credit on the customer's bill.
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