Virgin Media Automatic Compensation for Broadband Faults
What Virgin Media says it pays for delayed repairs, missed engineer appointments and delayed activation, how you are paid and what to do if it does not arrive.
Virgin Media says any compensation owed is calculated and applied to your bill automatically, so you should not need to call to ask for it. Consumer Protection UK is independent and is not connected to Virgin Media. This page sets out what Virgin Media itself says on its official page, checked on 4 October 2026.
What Virgin Media Says It Pays
| Problem | As Virgin Media states it |
|---|---|
| Total loss of broadband or phone | £10.34 a day, after 2 full working days from reporting the outage |
| Delayed installation | £6.46 a day when the service is not installed on the promised date |
| Missed appointment | £32.31 when it does not arrive on the day or cancels within 24 hours |
| Phone and broadband both lost | £9.98 per calendar day, as a single credit |
How and When You Are Paid
Virgin Media says the credit is applied to your bill once the issue is resolved. If you have more than one issue, each can appear as a separate line on your bill.
If You Have Not Been Paid
Virgin Media says you must report a total loss of service through its official channels. A post on social media alone will not trigger compensation, because it needs your account details to process it.
It covers home broadband and landline only, not mobile. See our guide to broadband compensation for delayed repairs for the scheme as a whole and a ready-to-use letter.
If It Still Is Not Resolved
If Virgin Media does not put it right, the scheme named in our guide is CISAS (Communication and Internet Services Adjudication Scheme). See the full Virgin Media complaints guide.
Related
Sources
Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
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