No automatic refunds for tens of thousands of Virgin Media customers

Tens of thousands of Virgin Media customers will not receive automatic refunds despite being left without broadband, television and landline connection for hours yesterday.

Downdetector, which tracks network issues, received 26,000 reports from people unable to connect to the internet.

Virgin Media claims no refunds are needed because network issues were resolved within two working days — the minimum period of loss of service required for reimbursement. 

Virgin Media claims no refunds are needed because network issues were resolved within two working days

This comes just days after the broadband provider hiked prices by an average of 13.8 per cent.

Consumer champion Martyn James says: ‘Broadband has become an essential service. For many people working from home, the internet going down can have a major impact on whether they keep their job or not.’

The telecoms giant has signed up to regulator Ofcom’s automatic compensation scheme, which means it credits customers for prolonged outages. 

However, services must be down for a full two working days before any money is paid out — at which point it is £9.33 for every day.

A Virgin Media spokesman says: ‘We’ve restored broadband services but are closely monitoring the situation.’