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Virgin Media

Answer

Using the new powers in the Digital Economy Act 2017, Ofcom has introduced, amongst other actions, an Automatic Compensation Scheme that will benefit around 90% of landline and broadband customers in the UK from early 2019. As part of this scheme, if a provider promises a residential customer to start a new service on a particular date, but fails to do so, they will have to pay £5 for each calendar day of delay. For business customers, Ofcom is also introducing new rules to ensure all SMEs are given clearer, more detailed information upfront about what service quality to expect. This includes whether they can claim compensation when problems occur.

At present, if the charitable organisation has a customer relationship with Virgin Media, the complaint for failing to provide telecommunication services can be pursued with Virgin Media. If Virgin Media are unable to resolve the situation within eight weeks, or where the complaint reaches deadlock, the case can be referred for alternative dispute resolution (ADR) to the Communications & Internet Services Adjudication Scheme (CISAS), providing it meets the scheme’s eligibility criteria. Further details about their service can be viewed at: https://www.cedr.com/consumer/cisas.

Secondary information

Type

Written question

Reference

136136

Session

2017-19

Registered interest declared

Yes

Subjects

Charities Standards Telecommunications Virgin Media

Link

View this Written question on www.parliament.uk