MILLIONS of Virgin Mobile users will be compensated after a massive outage saw people unable to make calls, send texts or go online for 10 hours.
The problem, which was caused by a “technical fault” yesterday, has since been fixed but Virgin Mobile says it will reimburse users for the loss of service.
Alamy Virgin Media says it will compensate mobile users for yesterday’s outage
It’s unclear how many people were affected but Virgin Mobile has around 3million customers and around 4,000 people were reporting problems on website Down Detector.
Compensation scheme details have yet to be released but Virgin Media says it will announce them “shortly” – we’ll update this story as soon as we hear anything.
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.
Meanwhile Sky Mobile, which piggy backs on O2’s network, gave customers free unlimited data for a day.
DownDetector The outage affected most of the UK yesterday, according to Down Detector
And GiffGaff, which also uses the network, asked affected customers to apply for compensation or opt to give their share to charity.
Its thought Virgin Mobile will do something similar.
A Virgin Mobile spokesperson said: “We apologise for the disruption and inconvenience some of our Virgin Mobile customers have experienced.
“This was due to a technical issue which we’ve now resolved.
“We will be compensating our customers for the loss of service and will let them know the details shortly.”
How to complain about Virgin MobileIF 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.
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.
BILL BLOW Virgin Mobile hikes bills by 2.4% or £10 a year and users found out during outage BILL BLOW BT set to hike broadband and mobile prices to pay for 5G rollout WHAT A RIP-OFF Banks and insurers should publish amount loyal users overcharged by TURN ON Uni students heading home for summer can get a £50 refund on their TV licence END OF THE LINE EE is hiking broadband prices by £24 a year for thousands of households
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.
But there aren’t any industry-wide compensation rules in place for mobile outages.
Virgin Media DOWN – Thousands of customers unable to make calls or go online
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