VIRGIN Mobile has revealed its compensation scheme for millions of users who were left unable to make calls, send texts or go online following a massive outage.
The 10-hour power failure, which was caused by a “technical fault” on Tuesday (May 14), has since been fixed but Virgin Mobile says it will reimburse users for the loss of service.
You don’t have to do anything to get the compensation and what’s important is that EVERYONE will get it.
So even if you weren’t affected by the outage – and Virgin Mobile say not everyone was – you’ll still get the compensation.
Virgin Mobile won’t tell us how many people were impacted but it has around 3million customers and 4,000 people were reporting problems on website Down Detector at the height of the issues.
But affected customers shouldn’t expect a huge refund.
There aren’t any industry-wide compensation rules in place for mobile outages so providers can set their own compensation levels.
How much compensation will mobile users get?
If you’ve got Virgin Mobile’s Sim-only unlimited data, calls, and texts, which costs £27 a month, you’ll get the price of one day’s credit added to your account on your next bill.
Based on the current price, that means a credit of about 89p.
If you’ve got any other Virgin Mobile plan, whether that’s Sim-only, pay monthly or pay-as-you-go you’ll get 5GB of extra data for free to use anytime this Sunday (May 19).
You can’t buy 5GB of data from Virgin Mobile so it’s impossible to put a monetary value on this.
But if you bought a 6GB Sim-only data plan from Virgin Mobile, which comes with 5,000 minutes and unlimited texts, that costs £13 a month.
And Virgin Mobile says that if you went over your data allowance by 5GB you’d be charged £15.
Of course, if you’re unhappy with the compensation offered you can complain to Virgin Mobile using the information in the box above.
How to complain about Virgin Mobile
IF you want to complain about your service going down, you first need to contact Virgin Mobile.
You can find its complaints information on its website.
If Virgin doesn’t reply within eight weeeks or you’re unhappy with the response you do get you can take your case to the Communication and Internet Services Ajudication Scheme.
When O2’s network went down in December it gave users two day’s worth of use for free, while pay as you go users got a 10 per cent discount on top-ups.
But that was worth just 87p for a whopping 24-hour data crash.
It’s been a double blow to customers this week as Virgin Mobile announced prices hikes of 2.4 per cent from July 1 just hours after the major outage.
Is there compensation for broadband and home phone outages?
Virgin Media, which Virgin Mobile is part of, does have an automatic compensation scheme in place for outages but this is only for broadband and home phone customers.
Under this scheme, which was introduced across all the major telecoms providers by regulator Ofcom in April, customers get £8 a day for a total loss of service after two full working days from registering the outage.
They also get £5 a day if Virgin Media doesn’t install services on the promised day, and an additional £25 if Virgin Media doesn’t turn up on the promised day of an appointment.
This is paid automatically as a credit onto bills unless there’s a total loss of service, in which instance you need to report it yourself by calling Virgin Media on 0345 454 1111.
Ofcom rules introduced this March, also see broadband customers able to cancel their contract penalty free if speeds drop below promised levels.
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