Virgin Media Ireland Reviews 

I am just adding to what all the other frustrated customers have already said...
It is impossible to get customer service. In my opinion, there is no consideration for the clients time and the only interest of Virgin Media is to cut their costs. When you sign up you will be fooled by the prompt service because of course new sales is all they are interested in.
Be warned... If you ever need support it is going to cost you dearly.
I could never recommend these guys to anyone.

My broadband router broke on Friday May 23rd. I rang the help desk to troubleshoot the issue and it was decided that the router had come to the of it’s life and a replacement was ordered. That arrived on the Monday May 26th. When I did the self install I still did not have internet on the new router which meant I also had no tv and no land line (an important point for later on). I rang the help desk again and the earliest they could get a technician out was Friday May 30th between 12 noon and 5.30pm. The lady making the appointment made note of my mobile number as I couldn’t be contacted on the landline as it was out of service

On the day of the appointment I waited in all day from 12 noon to 7pm. I rang the help desk desk 2 or 3 times on Friday afternoon and I was promised each time that the appointment was still scheduled to happen and to wait. The technician did not show up.

I rang on Monday June 2nd , I was told the job was still in the technician’s queue and that he would still attend but as it was a bank holiday to wait until the next day. I rang on Tuesday June 3rd when he didn’t show and was promised my case was being investigated and that I would be called back. I rang again on Tuesday 3rd and was told that the technician had showed up on Friday but at 11am, 1 hr before my scheduled time slot. There was no in as I had arranged my day to be home from 12 noon. The technician also says that he rang me on the landline but got no answer. The landline that was out of service. The landline that Virgin knew was out of service and which was part of the reason the technician was calling out to me. I was promised that my case was being investigated and that I would be called back. No call back happened. I rang twice on Wednesday June 4th. Both times I was promised my case was being investigated and that I would be contacted by someone. I rang again on Thursday June 5th. Same process. Promised my case was being investigated and that I would be called back. No call back has happened. I am almost 2 weeks without service.

This is hands down the worst piece of customer service I have ever experienced. Absolutely horrendous.

Do not fall into their trap. Avoid Virgin Media. Worst service. If you call them, they will try to promote their SIM cards and other services but never actually resolve your issues. I requested to move my internet connection to a new address a month ago, and they assured me that 14 days would be sufficient for the process. Despite calling them repeatedly—14 days ago, 10 days ago, and even more times—they kept telling me that I would receive an appointment via mobile. However, I never received any appointment details, emails, or text messages.
After moving, I followed up again, and they admitted it was their mistake, promising to complete the process within two days. If not, they advised me to cancel the account. Ultimately, nothing happened. I switched to another service provider, then cancelled my Virgin Media account. Now, they keep sending text messages demanding payment. They seem more focused on money than providing actual service. Even if you sign up for 2GB, you won’t even get 600MB. Do not fall into their trap—worst service ever.

Terrible service, terrible communication, terrible cancellation process, terrible process on returning equipment. A to Z terrible. Avoid using Virgin Media for broadband. They will only ask and force you to pay fees to make some small short term profits but they should know that it is a long run, people will not go back and use their service after their terrible experiences.

Worst network …. Don’t recommend

Would not give one star if that was possible - the WORST customer service possible. We booked for broadband and home phone a month ago. One technician came on 1st April and said Civils work needed and he would book it in. A different tech came on 7th and said the Civils hadn't been done and in fact never booked in by the tech on 1st April. This second tech DID book the Civils people to come and do the work and they came on morning of 15th and did the work. Once that had been done by 11am I called the tech (same as on 1st April) who said he was no longer on the job and someone else would be coming (the booking was the same day 15 April 12 - 17.00. Then someone who I understand to be the same 1st April (appropriate really given the standard of his commitment to work) called into Virgin at 17.30 and said he had visited us and the Civils work had still not been done. I talked to the Civils guy on his mobile who confirmed the Civils had been done and the other guy was telling porkies. He said he'd call the manager at Actavo the company Virgin outsource the work to. Now its 23rd and after daily calls we hear they may send someone to connect us on 2nd May........ over a month on from when we booked the connection. But they aren't that sure if it will happen or not. There have been one promise after another to call back to give an update - these call backs never happen. This location is not in some far flung inaccessible place in the middle of a bog or mountains - its on the edge of Waterford city. What a pathetic excuse of a company that once set the standards for excellence in technology Virgin have become.

Virgin Media broadband are really so bad to deal with.
If you are looking for a broadband provider, I strongly advise that you use another company. I had to stay with them for the last 4 years as they were the only provider to the apts. They never answer the phones and when you need to change names on the accounts they make it so difficult. Each time they get you to return the router and then they send you out another one instead of just changing the name on the account and to do so you need to be on the same phone call with the new account holder for them to accept the change over. I am nearly sure this is done to get you to stay with them and pay the higher prices when your Initial contract is up. Horrible company stay well clear.

Dreadful customer service trying to resolve an incorrect charge on my account. Transferred from sales to technical to loyalty to technical again wasting a whole morning and the issue is still unresolved.
They advertise free WiFi pods with their 1Gb broadband package but they started charging me for them and they are unable to stop the charge! Hard to believe the level of incompetence.

Took out WiFi and TV with virgin in December. Whole system stopped at lunchtime last Tuesday. Nothing. It's taking them a week to send someone out and I have had to have an alternative set up with three put in as I work from home. Customer service really poor. Asked for alternative appointments, explained that I had observed Virgin Media Vans in the town where I live.... Nothing..... Sorry we cannot help until Tuesday next, we hope you are enjoying the good weather.
Talk about condescending.

Be careful, they are not the 99.9% reliability they claim to be.

As someone who works in the customer service field I am actually shocked by the level of miss communication , their first call resolution is out the window..non existent! We were happy with our service UNTIL we moved address… since then it’s been numerous daily calls to customer service, mostly because the call backs promised were never followed up on, technicals booked to come out that never showed up leading to days taken off work for absolutely no reason, we have been TWO months trying to resolve the broadband issues we did not create and it’s still not resolved as they advised they would sent a technican out but didn’t bother to update our address and was sending it to our old one, This has already been escalated to COMMreg as we are literally going around in circles with this company.

One star is too many. Currently actually on hold with them. It’s just not worth it. I will happily pay €100 for a provider that has customer service. I got the box nearly 3 weeks ago and they never contacted me to install. I have had to contact them each time which is 30 mins of waiting, 10 mins of someone who hasn’t a clue followed by another 30 mins of waiting. Honest to God use your hotspot, to the neighbours WiFi, go for a walk but WHAT EVER YOU DO. Do NOT GET VIRGIN MEDIA. FYI I’m now hitting 50 mins on the phone and still no body to talk to. I’m actually calling to cancel. Couldn’t even tell you what the actual WiFi is like because I don’t know.

I am a new customer with VM since 8th of January when we switched over from eir. I have had nothing short of an awful experience so far and I really hope someone can help me.

I opted for the 2gb special offer that was running & had an installation date booked for the 15th of Jan, which required me to take a day off of work. The installer came out and after about 30 minutes told me he could not complete the installation as there was an issue with a duct outside my house, he assured me it was raised to his supervisor and a specialist crew would call out but that it could take up to 2 weeks, not ideal but I understood. He told me to expect a call.

I called VM on the 17/1 to see if my call out had been scheduled and was told I would receive a call back. I didn't.
I called VM on the 21/1 and was told that someone would definitely call back that day, they did not.
I called again on 28/1 and was transferred to somebody in technical who explained to me that they had nothing on file for me and he was shocked that nobody would call me. He raised a case and told me that someone from civils would absolutely contact me back. Again they did not. I left a note on my open case and asked for someone to contact me. Once again nobody contacted me.

I called again on February 4th, 6th, and 18th and was not given any indication of a date for a civils crew call out. This was a month since my original date of Jan 15th.

Eventually I noticed on my account page that my case had been resolved, even though I had heard nothing, and that a callout was booked for february 26th. My wife agreed to take a day off of work as I was away.

When the technician arrived he explained that he was an installer and he could not do the work as a civils callout was required first. My wife explained that we were expecting him to be a civils tech as that is what the whole issue was but he said that he was just sent out to install the wifi. To his credit he was extremely helpful and assured my wife that he would raise a case again with his manager and would even call back out himself if someone from civils could get out today.

I called the helpline and was told by a CSA that nothing on my file ever mentioned a civils crew was needed. I know this is not the case and if your calls are recorded you will certainly hear several members of staff & myself talk about civils crews.
I was again advised that it could be a further 2 week wait as civils were on a different schedule, I mentioned to the CSA that surely I could not be expected to wait a further 2 weeks for a callout given that I switched over on the 8th of January and it was now the 26th of February. I asked her to pass me through to a member of technical and from there I was told that a 2nd case has been raised for me and that this one would be a priority. as of this moment that case is still pending agent review & the only comment on it that is visible is mine.
I am sure that Virgin Media have staff working remotely, that is the way a lot of businesses have gone and I am no different, however I have been unable to work remotely since January 15th and this has caused a lot of distress.

I am just looking to get Wifi installed and begin to use the service that I signed up for nearly 2 months ago.

Avoid Avoid.They have Zero control over their contracted out maintenance.Never call customers before arriving and never keep to promised time slots making their App as useful as an ashtray on a motorcycle.Their cancellation Departement agree to all of the above.They will fob you off with a callback promise that never happens.Irish Comms Regulator should impose a massive fine on them.Wasted two whole days waiting for an Engineer to fix a fault.Not at all Surprised that "Which Magazine" voted them the worst Comms Provider in the UK.The Irish arm is no better and are now monopolising new housing estates with a disgusting after sales service.Wonder if anyone in Customer Service even bothers to read their disgraceful Reviews sitting at a miserable 1.2 out of 5.

Avoid Avoid Avoid!!! From the start they promised me a new Xbox if I joined them. They sent me out a modem. Didn't work for 2 weeks so no Internet. Spent hours on the phone trying to sort it. Sent out another modem. It worked fine. Still no Xbox. Long story short they didn't have any... False advertising. After hours more on the phone they eventually gave me 300€ instead. Their internet is poor and they cut it off if you miss a bill. I only found out there they have been way over charging me. Il contact them Monday to leave. Hopefully get a refund( highly unlikely) so I will need to contact a solicitor to avoid myself getting a bad credit rating if they don't refund me. Customer service is diabolical

I got new boxes installed 4 weeks ago the first week I had no tv or internet for 5 days then the internet started acting up and on Christmas Eve it stopped working we have no tv or internet again I was told it could take up to two weeks before being fixed I am seriously considering going elsewhere as they are no way helpful they are quick enough to ring or email you if your bill is overdue but will not help you in anyway if they’re products are down

My elderly parents are with virgin media a long long time. They have the house phone Internet and tv box with them. Last week a virgin media technician came to the house and fitted a new tv box for them since he put this in the house phone hasn't worked. They rang virgin media and they were told that the system was down and they were trying there best to sort it
They rang back on Wednesday to be told that it could be your phone and to check the cable and put new batteries in no mention of the system been down but she said I will flag the problem with tech and it should be up and running 24 to 48 hours they did everything she told them to do and still nothing. I rang this morning spent 40 minutes trying to get through finally did to be told that the complaint was never flagged on system so they still have no house phone they are in there late 80s they need the phone. Staff are obviously not being trained to deal with any kind of issues. They are not willing to help there customers. If I have to ring back it will be to pull out not only for them for myself as well service is shit.

We were leaving Virgin Media down to low fluctuations in broadband and TV service. Told the problem must be in our apartment and a technician would need to go out. Then we were told it could be the cables on the street. We had a problem when we moved in over 5 years ago, when a disgruntle technician cut cables in the junction cabinet in the building hallway. I went to take a look and a tech had put a splitter with two apartments going into one port and didn't use one that screwed in and tightened, just the push and pull type, which was hanging loose. I had Virgin put it back the way was before and our service came back perfect. I tried to explain this to customer service, but the person was the rudest and unprofessional I have ever had to deal with. They told me, well you could have left if you weren't happy, that is your choice. They did not appalaguise for tampering with my connection and making it faulty, yet still taking rediculous charges off us. Once it was fixed and the service up to correct levels, we thought that this was it. We agreed a lower package as we didn't need one of our rooms, sky sports or so many channels. Made a deal for €75.00 a month, just to be charged €82.48

When we questioned this, we were told that they made and error and they did not have a package for €75.00 and we would have to keep paying €82.48

They said they sent an email with this deal, I responded that the contract was made verbally on the call and that it would be recored and this is the contact, they can't just send and email stating they made a mistake and that we had to accept the charges. They then offered us €30.00

I refused and asked for this to be escalated as I needed to show that I was trying to resolve this before going to Comreg with our complaint.

I have been told a manager will call me in 24, to 48 hours.

They did not offer compansation for no service for over a week, or from the terrible service caused by their technicians.

The apartment building is tied to Virgin Media and we are unable to get any other provider in, so we are stuck with them for now and they are abusing this.

There should be a zero star option. By far the worst company to deal with. When everything works it's great. Problem is they can't get everything to work. Most of their staff are poorly trained. And the ones who do know what to do are stuck dealing with a system that is a total mess.

Everything from huge delays in set up- poor service - brutal customer service- billing mix ups- payments not credited- services withheld
Absolutely terrible--they should introduce negative scoring for these types of wasters

An Internet company that doesn't provide Internet.
Waiting 2 weeks for a technician to hopefully show up and actually get the Internet connection we have been paying for.
Useless customer service and zero Management.