Express.co.uk approached Virgin Media to find out whether the company has anything planned to compensate customers working at home or staying inside to stop the spread of the coronavirus pandemic who were left without access to the internet multiple times.
In a statement, a spokesperson for the company told us: “An intermittent broadband issue that started yesterday evening was fixed in the early hours of this morning. This was not caused by increased usage or a lack of capacity. We know how frustrating this was for customers and we sincerely apologise for any inconvenience caused.”
Although Ofcom changed the rules in April last year to allow customers to be automatically compensated by their broadband and landline providers for patchy connections or bad service, this no-quibble compensation scheme was paused this month due to the ongoing public health crisis. However, the Virgin Media outage would not qualify as it wasn’t offline for a continuous 48-hour period – the requirement to qualify for the automatic refund.
If there was a constant loss of service for thousands of customers, things might be different.
However, Virgin Media maintains that the few minutes that connectivity was down – even though these flared up multiple times – were not enough to qualify.