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 without broadband, television and landlines for hours yesterday.

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

Virgin Media claims no refunds are required as network issues were resolved within two working days – the minimum length of service outage required for a refund.

Virgin Media claims no refunds are needed as network issues were fixed within two working days

This comes just days after the broadband provider increased prices by an average of 13.8 percent.

Consumer Champion Martyn James says, “Broadband has become a vital service. For many people working from home, the internet outage can have a big impact on whether or not they keep their job.”

The telecoms giant has joined regulator Ofcom’s automatic compensation scheme, meaning it credits customers for prolonged outages.

However, services will have to be down for a full two working days before any money is paid out – at this point it’s £9.33 for each day.

A Virgin Media spokesman said: “We have restored broadband services but are monitoring the situation closely.”