Virgin Media Ireland Omdömen 

Absolutely shocking customer service, our WiFi was meant to be installed on the 9th of December and they didn’t show, we then tried ringing them multiple times to get a new appointment and were told different things depending on who we spoke to, eventually got an appointment in the app for over a week and a half after our original appointment and once again they didn’t show, no communication or follow up from them.

Worst service and customer service I've experienced from a mobile network. I have had no service for nearly two weeks now. No calls, no texts, no data. I have been on to Virgin so many times, each person insisting they have sorted it and it will be back online in 24 hours etc etc. They sent me out a new sim card, that didn't sort it. I have told them I want to leave and go to another network now, but I can't take my number that I have had for 20 years unless I can receive a text message to switch networks. The people on their customer service number are unless and haven't a clue. Their "online chat" is an Ai bot that just throws links to their FAQs that are useless, and I cannot even call their customer service number off my phone or other networks. I have had to buy another sim card with another network to do me in the meantime, but my number is linked to everything. I can't even get into my apartment block because my phone number is registered to the gate. I can't get on to my internet banking because I can't receive a verification text, so can't transfer myself money for christmas, and can't finish some very important applications I'm in the middle of that need a text verification to get into. This has been a nightmare, and virgin media give absolutely zero shts.

Where to start? Constant messing up of bills (always over charging, never under charging...), with utterly non-functional customer service. Longest wait time 1 hour and 10 minutes, and frequently after waiting 30 minutes getting cut off on their end. They ported my number across wrongly and I lost service for a week, vague apologies on their side, took longer than they said, rang up twice, they called back once told 3-5 working days. Rang again on 6th working day to find nothing was going ahead, so they "escalated it" then to fix it. Then instead of discounting the next bill due to loss of service, they charged twice for each sim. Another hour spent resolving this. I also tried to get my broadband upgraded. Two engineer appointments made, neither was resourced to do the job on a very, very standard suburban semi-detached house. Going on for three months waiting now to get a simple job done. Call them up about this? Sure, that would make sense. Get the run around through departments to find nobody can deal with this, make a decision, explain the problem or give me a date. The change was supposed to put on a lower rate, but cherry on the cake - they could not reduce my rate until my new 12-month contract is in place, then I could make a case to them to honour their original agreement. How many hours to customer service will that take? Enough to make it not worth your while or stress levels. Customer service is outsourced and it seems appropriate in the venue they use that the agent can and should speak over the customer to the extent they have to be told to stop cutting you off and listen to the issue and not constantly aim to speak down to them (good luck with that!). If you deal with agents based in Ireland, they are in fairness typicaly more respectful. Otherwise, too rude too often. The list goes on, but it is mind boggling that everything they can do wrong, they do do wrong, and that there is no vaguely operational customer support. I don't review often, but with hours spent on hold trying to get a basic service from them, just saying you may save some money with them (or not), but they will drive you to distraction trying to actually use any of their services.

Honestly the friendliest and most efficient service you could ask for. Alan and Stefan came out and sorted everything for us in under 20 minutes - fantastic and very helpful! Thank you Alan and Stefan!

I’ve been Virgin media customer for more than ,10 years ,internet speed wasn’t good around 500MG bites I paid for 1 Gigabyte -very unstable ,and each Year I was treated worse then New customers, Unfortunately in my area I had no other option for years .Right now I cancel my account ,on 10/11/2025 .i was told that I had paid already ,I was sure all is finalised -but now I got new bill €98 -on 30/12 /2025 ???? With this company You can’t win ,go for different one if You can .They provide very bad customer service and bad product

Non existent service non existent customer service they owe me money at this stage for many months of no access to data or even standard phones and messaging. And all the hours I have spent waiting for a Virgin Media representative, trying to use their awful systems and today even the virgin media shop which by the way is now a franchise with no access to our accounts couldn't reach customer services at all! A joke. Time to leave.

Left an 80 year old without phone for days, then cancelled the wrong account leaving without tv, internet or any means of communication. An utter disgrace of a company.

Update: more than week later still nothing and no timeline when anything be back. Worse still, have taken money from bank account for nonexistent service.

Broadband was good from date of signup for 2.5 months, then started with weekly buffering, now daily buffering and constant outages. Completely unreliable. Customer service nice people but cannot help. Someone will call you. Very hard to contact. Would steer clear, use ANYBODY else but this company.

Switched to Virgin Billpay from Sim only service a month ago. 15 days ago my service just inexplicably stopped- no data no phone. Was advised it was a Sim issue. 4 sims later I still have no service. Every single customer rep I have dealt with has lied barefaced - I have been told my case has been escalated to the tech team multiple times. Have been assured the tech team would call me back and never did. I can't transfer provider because the number needs to be active to transfer it, otherwise I would tell virgin to stick it but I am completely at their mercy. If you are in the market for mobile service do yourself a favour and choose any other provider. This company doesn't give a monkeys about their customers

I have been a Virgin Media customer (UPC and Cablelink previously) for nearly 20 years. Yesterday I finally switched to Sky.

Why?

One reason and one reason only.....Customer support services.

Suffice to say there was a billing issue that I identified on my account.

I contacted Virgin Media 4th November, I was put into a call waiting queue of up to 1 hour. I hung up and contacted them again 2 days later, I was put into a call waiting queue of 55 minutes. I hung up and called again the following day and was put into a call waiting queue for 25 minutes, I decide to wait and eventually I spoke to a lady (Yvonne) in the billing department, she took details of my query, told me she will "escalate" it upstairs and I'll receive a call back within one week.

I never received a call back, I made contact myself again 18th November and was put into a call waiting queue of 1 hour and 5 minutes, I hung up and made contact again that evening and was put into a call waiting queue of 15 minutes, I remained on the call and eventually spoke to a helpful gentleman (Seamus) in accounts. After being 48 minutes on the phone with him, the billing issue was identified at their end (incorrectly charged over 10 months) and the issue was resolved with a new 12 month contract commencing that date 18th November with the usual 14 day cooling off period.

Rethinking my issue with Virgin Media and the length of time it took to speak with customer support I contacted Sky, I was through to them without any waiting, they identified very clearly the offers they have available and the "savings" over Virgin Media and I agreed a 12 month contract there and then.

In the following 3 days after this date I had cause to contact Sky about one or two further items within the contract and once again I got through instantly with no wait times.

In the past two years of my contract with Virgin they have regressed terribly in their customer support, to a point they are now worse than Eir were at the time. For any CEO, chairman and board if directors to think this kind of support is acceptable, where customers are expected to wait this length of time as if we have nothing else to do on very busy working days for everyone, notwithstanding the over charging issue is absolutely incredulous and the CEO should be questioning his position.

And by the way issues of this nature and many others cannot be sorted in an "online customer support chat" which in my opinion is just a waste of time.

If any organisation grows externally it has to grow internally too to support this growth, it is quite obvious Virgin Media do not think like this, to have these waiting times to speak with an organisation is just shocking in today's environment, Virgin Media needs to realise now they are not the broadband leaders anymore and they are definitely not the most competitive either.

I learnt years ago, two new customers out of any targeted number is success.

Likewise one lost customer out of any number you have on your books is failure.

I look forward to a happier experience with Sky for both their Fibre to the home broadband and TV.

Signed up for their broadband service and 13 days later the service was still not activated. Ended up cancelling the service and going back to Eir as we never received a service. Calls were never logged or acted upon. Shocking non-service.

Atrocious broadband speeds and constant dropped network connection. Utterly atrocious.

Be cautious of Virgin Media ! Due to several issues, including one of their technicians accidentally cutting us off for two days they convinced us to upgrade to Fibre as it's supposed to be a much better service. After only 3 weeks of switching our internet AND TV has gone and despite Virgin admitting it's a problem on their side, they will not send someone out to fix it for another 10 days !! To add insult to injury, they went on to threaten a 200 euro cancellation fee....I have spoke to a few people and apparently it's quite normal to be waiting over two weeks to have your service restored. The average wait time for technical support is 1 hour only to be told to restart the modem !! I'm taking this to ComReg and the Ombudsman. I work from home so this is extremly inconvienent, not to mention my wife and two children who are also impacted.

Seriously, for a huge global company, you really should have the basics sorted. Cannot rewind or forward, it completely stops, 11 adverts in between a series is totally ridiculous, and playing your theme tune when you have no adverts left in the middle of watching, is enough to make anyone stick pins in their ears!

These people decided to rip off a pensioner.They wiped me out financially.Im used to being ripped off by the likes of pre pay power but I thought Virgin Media were better than that.It won't happen again.

I ordered broadband from Virgin Media in mid-September and still have no service after a month of repeated delays and poor communication.

Sept 24: The technician called early, even though I had confirmed I’d only be home after 4 p.m. He said he couldn’t wait and added that he didn’t have a ladder to reach the roof, so he couldn’t complete the installation.
Oct 3 I confirmed through Virgin’s chat that my appointment was still going ahead despite the storm. I left work early to be home for the technician, but no one showed up or notified me that it was cancelled.
Oct 13: The technician had called me the day before (Sunday, Oct 12) to say that if I wasn’t home by 4 p.m., he wouldn’t be able to come. I left work early to make sure I was home in time, but after waiting all afternoon, I was told he was delayed and then informed he wasn’t coming at all.

It has now been a full month since I placed my order, and I still have no broadband. I’ve spent extra on transport and faced constant miscommunication. I’ve filed a formal complaint and contacted ComReg, but there has been no proper resolution. Very disappointing service.

We got an upgrade to our broadband yesterday. The team were fast and efficient and the process was seamless. I work from home so I appreciate the faster broadband and my husband games so its a great benefit to us. I've never had an issues with Virgin Media that wernt solved quickly and efficiently. We have been loyal customers for 13 years.

I’ve had an incredibly frustrating experience with Virgin Media Ireland’s mobile service.

I travelled to Germany for work in mid September and discovered that data roaming didn’t work. I rang customer care twice while abroad — they were polite and tried to help, but nothing they suggested fixed the issue. I was told the technical team would contact me, but no one ever did. In the end, I had to buy a travel eSIM just to stay connected.

As soon as I returned home, everything magically worked again. Fast forward a week, I arrived in the UK — and guess what? No roaming again. Another eSIM purchase just to get basic data.

I contacted Virgin via X (Twitter) on 29 September and was told this is a known issue with no timeline for resolution, and that I’d need to keep checking in myself for updates. That’s not good enough.

To make matters worse, when I tried to raise a formal complaint online, the system told me a complaint was already open so I cannot submit it — no one ever told me a complaint had been opened and I have received no case number, no email, no smoke signal, nothing.

I travel regularly for work and need a reliable connection. Virgin’s roaming has completely failed me twice in two weeks, and their support process is broken. If you depend on roaming, I’d strongly recommend avoiding Virgin Mobile.

Terrible, upgraded the contract with the Irish branch on 09-SEPT-2025, but has been a total mess since because the modem did not come with the TV Box.
Contacted Virgin Media twice, one lady said she doesn't know and arrange for technician to come while the while tried to help me ordered a new modem. Technician came today, no new modem and said he doesn't know why he is here.

Terrible attitude from both the technician and the lady on the phone, while problems remains unresolve; checked I have the contract doc in my email for 1 gb, but my account still remains as 500 mb.
Wrote a complaint form, but button is broken on the website and cannot log into the app because there is no confirmation code send to my email.

Also, no email address to contact Virgin Media, who can be on the phone during 09:00 to 18:00 this day and age while working?

I am only giving them 1 star as there is no zero star option available. I, and my wife, have been without mobile service since Monday 15th September. It's now the 24th and we are still waiting for replacement SIMs. The issue it seems is due to a migration to a new database. I have received no communication whatsoever from VM warning of this issue or updating me on progress. Instead i have to call their 1908 helpline and suffer interminable delays with awful music and ads for their services along with messages extolling the virtutes of payment by DD. When i eventually get through the help is long on apologies and short on accurate information or plausible explanations. I have spent hours waiting to get through to them. I asked repeatedly for callbacks from a manager which i was told would happen within 24 hours and then told 48 hours. After 4 days i missed a call on my landline from a VM representative who stated in a message that he would call back in 20 minutes - he didn't. Once service is resumed and i pick up my messages on the calls i have missed calls i will leave VM never to return. Avoid this provider if you possibly can.

26th September update SIMs arrived on evening of 24th - no service. 25th called help line told service would be restored in 24 hour and that case would be raised. I requested a callback.

26th No service. Called support again who said said he would raise a case - no record of case being raised yesterday. Case ID provided this time. I also requested a callback.

Later that day went to Vodaphone shop to change service provider. Advised that a number cannot be ported it the phone does not have a service. Advised to go to VM shop. Called to VM shop, the shop assistant was unable to help me he stated he was just a salesman. He gave me two new SIMs and told me to ring support on Monday to get them activated. I did not install these SIMs

27th No service. rang ComReg and filed a compliant. The official said he would raise this with VM.

Later that evening two new SIMs were unexpectedly delivered by DPD with letter stating they should be installed and service would be restored within two hours of delivery.