Harringay online

Harringay, Haringey - So Good they Spelt it Twice!

Poor or intermittent broadband service has been a recurring theme on HoL, almost since the site was set up twelve years ago.

The issue has resurfaced again recently. I responded to one user's post about an issue with Virgin. I thought it might be useful to reproduce what I said on this more general post. 

Although the information I gave relates to Virgin Media, most of it is non-Virgin specific and relates to most broadband providers. There are enough links for you to follow-up and check provider-specific issues for yourself. 

I'm not an expert, but am passing on information that has been checked. Please chip in if you spot any errors or if you have any comments that may be helpful to others. 

Here's what I wrote on the other post.

Things are a bit better than they used to be.

Since April this year, the Automatic Compensation Scheme for Broadband has been in place. Virgin are signed up. It means you can get £8 per day if your service has stopped working (Ofcom confirm that this means stopped working completely).

If your service works only intermittently or the speeds are way below what you pay for, you can still ask for compensation. To to this, you'll need to write to the to ask. Ofcom recommend that you do put your complaint in writing so that you can keep a copy for reference in the event that the matter escalates to the next level. Virgin Media, like every broadband provider, is required to provide details of all methods of contact in its Consumer Complaints Code of Practice.

If the company rejects your complaint, you can refer the matter for adjudication to the Communication and Internet Services Adjudication Scheme (CISAS). (You have to apply to CISAS within 12 months of the date on which you reached deadlock with your communications provider. If your communications provider has never told you that it has reached deadlock with you, you can apply to CISAS once you have waited at least 8 weeks after you first complained to them).

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Tags for Forum Posts: broadband, virgin media

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