Virgin Media Total Loss of service automatic compensation

Lumiona

Does anyone know how this works? We have had an absolute shocking time with VM over the last 6 months.
On 24 October 2019, all our service went down, TV, internet and broadband. An engineer came out on 25th and confirmed that our cable had snapped during recent works by a contractor working for a nearby housing development.
Numerous conversations and various fake dates for it to be fixed during November, December and January. We managed to get them to fix it on 31st January. So 3 months with no service. 
I called last month to confirm that the automatic credit for total loss is on my account 96 days @ £8 per day £768. VM denied there was a loss and offered £240 in compensation. I rejected this and they finally agreed my sum but it would have to be passed to a manger for authorisation. Nothing has appeared on our account, it is supposed to be automatic??? I put an online complaint in last week to progress this, I got a call back from CS who reiterated the offer of £240 and put me through to a manager who was supposed to call me back, they never do.

Where do I go from here? I've been fighting with this company since October, having no TV, internet and phone for 3 months was awful,  I couldn't study, my DCs couldn't do homework, we couldn't use our paid for online streaming services, DH is a big gamer. We had to increase our mobile data just to get by. No TV during the dark winter months, we couldn't set up Xmas presents without internet.

Is my next step CISAS? I'm fed up of the lies from VM, we shouldn't have to fight for something we are entitled to according to their terms. 

JJ_Egan

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Lumiona

If anyone is going through this, we had to go through CISAS to get our refund of £768 back in April last year. Although they have not paid it all and have left a shortpayment of £40 outstanding that CISAS have now referred them to the ombudsman for non compliance with their own terms. What a nightmare it has been with them.