Virgin Media Ireland Reviews 

AVOID AVOID AVOID. SALES TEAM ARE USELESS. 18 DAYS AFTER SIGNING UP AND LANDLINE STILL NOT ACTIVE.

WAIT TIMES USUALLY OVER 1HR. ADVICE REPORT THEM TO COMREG. AND AS THEY ARE BREAKING CONTRACT WITH FAULTY SERVICE YOU CAN GET OUT OF YOUR CONTRACT. TOM FEEHAN.

Virgin Media has some of the worst customer support I have ever experienced. The waiting times to speak to someone are completely unreasonable — I was left on hold for an abnormal amount of time with no proper assistance.

Trying to cancel my subscription was even worse. The process is unnecessarily complicated and feels intentionally difficult. Instead of helping customers, they seem to make it as frustrating as possible to leave.

Overall, this has been a terrible experience from start to finish. I would strongly advise others to think twice before signing up. Save yourself the stress and avoid this company.

Formal Complaint Regarding Ongoing WiFi and TV Service Issues
Dear Virgin Media Customer Service,
I am writing to formally complain about the ongoing issues I experienced with my WiFi and TV service throughout January.
This issue began when my payment was mistakenly paid into an old account. Once I became aware of this, I immediately paid the bill again, and my account is now fully paid up until the end of February.
Despite this, my WiFi and TV services were not working correctly, and I spent a significant amount of time trying to resolve the issue. Below is a record of the time I spent on calls with your customer service team:
30 January – 1 hour 30 minutes
29 January – 1 hour 5 minutes
28 January – 1 hour 1 minute
27 January – 8 minutes
26 January – 10 minutes
25 January – 46 minutes
23 January – 1 hour 38 minutes
20 January – 20 minutes
19 January – 38 minutes
17 January – 1 hour 15 minutes
15 January – additional time spent
Each time I contacted Virgin Media, I had to explain the situation again to a different representative. While I found many staff members polite and helpful, there was a clear lack of communication between departments.
A repair technician was also sent to my home and provided a new WiFi box. However, the final representative I spoke to later advised that my WiFi and TV services were still switched off on your system, which appears to have been the issue all along. In light of this, I believe the replacement box was unnecessary.
This situation caused unnecessary stress, wasted time, and significant inconvenience. I would appreciate an explanation of how this was allowed to happen, and I would also like to discuss appropriate compensation for the time and disruption caused.
I would appreciate it if someone could contact me directly to resolve this matter.
Thank you for your attention. I look forward to your response.
Kind regards,

Had to select 1 star but should be 0.
Internet stopped working 2 days after install. Post install fault apparently- earliest visit, 4 weeks!!!
Filed complaint- takes 10 days to come back to me-cancelled before that. Got reply eventually, ‘sorry for inconvenience’ and simply closed the complaint. AVOID!
Customer service, if you finally get through, is uninterested & unhelpful. VM seems to think a lead time of 4 weeks is acceptable?! AVOID

Called the CS to question my bill as I got charged for EU roaming call despite having a package Loyalty Unlimited with which I have never been charged for any calls or texts while EU roaming.

First person was unhelpful, and as someone already mentioned, they talk to you like you are beneath them, condescending and like they do not want to help, and they do not ACTUALLY listen to what the reason behind your call is. She just kept repeating the same thing about the bill and what is on it while I am questioning suspicious charges. They make you doubt yourself. In a nut shell she was so unhelpful and basically told that I was charged for call made during EU roaming and I am not covered for that.

Called 2nd time another agent and questioned my packaged where he also confirmed that somehow I do not have text and calls when EU roaming, which cannot be true, because since 2017 this is an EU regulation called 'Roam like at home’ which is the term used to describe the roaming policy adopted by the EU in 2017. In essence, this means that no matter where you are travelling within the EU (as well as Iceland, Liechtenstein and Norway) you will incur the same costs as you would when at home. So based on VM agents in CS that does not apply to me and I only have unlimited data, calls and texts in Ireland but somehow suddenly now I only have data available in EU roaming but not the calls and texts anymore.
I also told to the guy that this is what it says on their online page to which he questioned me and then he decided to take a look and say yes this plan that they have does include texts and calls. If this wouldn't be so ridiculous it would make a person cry, because this is plain lying to a customer and deceiving them.

Basically, I was charged for a call while EU roaming, also I have a charge for an apparent text sent by me to some +324 number while roaming (I was on a plane at the time, just landed to EU country) and when I asked them if that is them charging their customers for EU roaming text they send, he said that is not their number. But I do not have a text that I have sent to anyone in my sent messages on that day nor time, especially not that country code because this is Belgium or something and I have travelled to a different country. Hence, I was questioning the bill and the charges and I think it is fair to conclude that they are not honest with me and they are providing untrue information to their customers to make them look like they are right while they well know that they are not.

I said to question the system because they can put on the bill bill whatever they want, and probably think people will not check few cents but if you put that few cents to a million customers, the math for them is clear. To me this is plain robbery and they do not care. They place the blame on the customer and act like they are not the problem. Disgusting!!!

This is all on top of their poor service that has deteriorated so much in the last few years. Instead of making sure the service is better they do not care, as they have the monopoly. This has to change!

Needless to say, I am moving to another provider, just done my process. So in a way, thank you VM because you actually made me look for other providers so I am not overcharged anymore for the service I am supposed to have in my package and sneakily adding charges that are not mine. Also, I know that the service will be 10 times better because yours is low of the lowest.

Hopefully this business will eventually come under review by authorities responsible for making sure that customers are not being overcharged, mischarged, lied to etc.

Definitely not recommending this business!

My internet went off
Rang customer service the only thing they were interested in was selling me mobile service or getting me to upgrade
Eventually they give me an appointment to get an engineer 5 days away
This is totally unacceptable
I am now paying for the most expensive internet in Ireland and no service

Pathetic customer service, one of the worst service providers.

Was on the phone to Liz at 9am this morning. Liz was very friendly and professional throughout. Had been considering cancelling my present VM Horizon tv box account, but the more modern tv streaming boxes do not have the recording facilities of my present Horizon tv box. Liz answered all my questions politely and promptly going through all thr scenarios with me. Was even offered a generous €10 monthly reduction on my present contract. Have been with Virgin media since 2007. There has been some wait delays in the past in getting through on the phone but this experience has been exemplary. Well done Liz ans Virgin Media.

I had no connectivity / roaming on my recent trip to southern Spain. I had had a similar experience with Virgin Media in September last . This time I had no access even to help line numbers. I had to wait until I got home. Still have no idea why this happened. Really poor service and even worse customer service from Virgin Media. I will be moving providers at the end of the month.

I've just come off a customer service call where I was told by an agent at Virgine Media to go look on Youtube to fix my problem it will be quicker. Most horrendous customer service i've ever had

I have contacted the regulator on this. Firstly despite public capital being pumped into national broadband implementation, there is no protocol by which local authorities will work with broadband provider to connect homes to cable!

Therefore Virgin Media have a monopoly.

Virgin Media’s broadband speed is much less than marked, and the support is very poor. It is over priced given lack of access to others.

Broadband is now a commodity like electricity and water. Government needs to fix this.

Terrible bunch of liars! Their management are like ashtrays on a speeding motorbike ! Avoid them like the plague ! Worst company that I have ever encountered

I was on hold for 40 minutes and eventually spoke to an agent who found it difficult to understand me.
I explained that I didn't have service for 6 weeks and my direct debit was trebled, clearly an error.
She just kept saying 'you pay' 'you pay'. I asked to speak to a manager and she said there was no manager working at the call centre. How odd. Anyway she cancelled my contract rather than assist with the error. I had been a customer for 4 years. How disappointing.

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.