Virgin Media Ireland

"In the past I was generally able to get to speak to a human, albeit after lengthy queuing. Now I can’t get past the bot. It asks for my a/c no, I give it, then my phone no, which is a Virgin no., and the no. I’m using to talk to it, and the bot says nope! Now somehow they’ve even managed to erase my username & password on my online a/c as well. I’ve been with them for 20 years…"

"Signed up with them back in August, said we'd be set up in 2 weeks. Have gone completely radio silent, not able to get through to anyone over the phone. Luckily the contract isn't supposed to start until everything is set up, but they now have our bank details. There are no good internet services in Ireland, but these morons are the worst. Judging by recent reviews, a ton of people are having issues with them. Trust me, don't waste your time. Even the other services in this country that aren't great are still better than this useless company."

"Renewed my broadband contract 6 months ago. The member of staff I spoke to explained a discount would be applied for 6 months and I should phone in another 6 months to have the discount reinstated for the final 6 months of my 12 month contract. I requested a 12 month discounted price which he would not do. I phoned last week to have discount reinstated as promised and I was told it's not possible - that's it. I asked them to listen to their recorded call and they refused. I have been a customer for years and I will be leaving as soon as this contract is up due to their dishonesty"

"Would give these people minus 1000 if I could. All liars and inept clowns. Amazed that this company is allowed to function with this level of ineptitude, the CEOs should be mortified that they run a company like this. Its customer service is the worst I have ever encountered. There is a culture amongst the staff to just tell lies to get rid of you. No one seems to know how to do their job. they pass you from one department to another. Moved home and signed up to VMs new 1GB fibre optic service...even though the fibre optic cables are not yet connected to the street cables...after calling VM 1908 AND THEIR USELESS Ai chara and been told u r caller number 20 etc I asked to be just put back on a normal old skool broadband connection...was told oh no we cant do that it all now has to be fibre optic connection...so basically I was sold a package that wasn't even operational yet. Made a complaint to thewm and then comreg and then VM in less then 24 hours messaged me to day that the complaint had been resolved! Imagine having the brass neck to do that! ITs THE CULTURE OF THE COMPANY, ALL LIARS AND INCOMPETENT. Avoid at all costs."

"Is it possible to give negative stars. I got an updated wifi box and a week later i still have 1 tv not working. I have the error code cs 1011 but after ringing them 3 times there is no resolution or even any communication to say there is a problem and they are working on it. The customer service team are useless. There is no supervisor to speak to. I want to change provider asap at this stagw!"

"Signed up on a 12 month contract, from day one the Internet and tv didn't work. Engineer left and said it usually takes 30 mins to for it to work, never did. Had 32 cases open over a 2 week period. 2 more engineers called out and couldn't get it to work. I explained that sky had the line and they needed a uan number to take over the line. Customer service were useless and barely spoke English. Engineers are a joke. Went back to Sky."

"Dreadful customer service from start to finish with the many call handlers in Ireland & India who are not properly trained with information needed by them. I rang Virgin to change broadband in mid-August and asked if it would work with SIRO. Was told yes it would. Got broadband box and plugged it in but nowhere to use SIRO. It was plugged in for just over an hour downloading and was charged €6.78 for the hour!"

"I have spent 2 days on the phone trying to upgrade my Internet package. Left on hold both days for 50 mins only for the call to be dropped . It's not my end as too coincidentally just got dropped again after a 45 min wait . Terrible. Will defo be leaving now . 20 year customer"

"Unbelievably awful. They didn't seem to have a record of my account number etc. I can't understand why this company is still in business. Want to change ASAP."

"Switched to Virgin Media from Sky, mostly tempted by a cashback offer through a comparison site. Whatever "managed switch" is supposed to mean, it didn't apply to me - Virgin did nothing to actually move my service over. I had to ring Sky myself to cancel my old service. Then when the hub turned up by DPD, I had to phone Virgin myself and read out the MAC address and serial number off the box just to get the thing activated. I did basically all of the switching myself, start to finish. Then, after two weeks of it actually working fine, the whole thing just died. No internet, and it's still not sorted days later. I've had three different people tell me three different things about what's wrong with it - first a "configuration" was supposedly sent out, then someone said the ONT box might be faulty, then someone else told me they can't even see the ONT on their system at all. At this point I think they're just going to have to set my whole line up again from nothing. Never had a single problem like this with Sky the whole time I was with them, except their ridiculous renewal price. If it wasn't for the cashback dangled in front of me I'd never have bothered switching in the first place, and right now I properly regret it. If you're thinking about joining Virgin Media, know that "switching" mostly means doing it yourself, and when something actually goes wrong, be prepared for a support team that can't agree on what the problem even is. Not worth the hassle."

"My broadband was installed on 2 September at approximately 4:30 pm. However, the service stopped working on 4 September, just two days after installation. Since then, I have made repeated attempts to contact Virgin Media to have the problem resolved, but I have encountered considerable difficulties accessing appropriate support. 1908 call puts you through to chatbot Cara who hangs up on you and will not put you through to customer service rep. Holding on calls for up to 1 hour. Eventually got an app for engineer to call Tues 8th and then on the 8th got a text for an appointment on 10th - after taking time of work to be here. Just tried to file a complaint and that is not working either. Site exceeding reCaptcha Enterprise free quota"

"On September 4th, Virgin Media charged €70 to my account, which is the steep out-of-contract rate jump from my usual €35 promotional price. When I called on September 7th to discuss this and cancel the service, an agent explained the contract had ended. I stated that I wanted to cancel my account rather than pay €70 a month for 500Mbps broadband. The agent transferred me to a retention specialist to discuss a lower rate. After waiting 37 minutes, the agent offered me €55 a month on a 24-month contract, which I declined. He then stated he would transfer me to someone else "to see what he could do," but after another long hold, the call was abruptly disconnected at the 39-minute mark. Being forced to pay the full out-of-contract rate while facing nearly 40 minutes on hold before having the phone hung up on me is an absolute lack of customer respect. Their online support chat is equally useless, running in an endless loop with an automated bot that resolves nothing."

"Most frustrating customer service experience ever. It used to be bad and now it got worse."

"I had a very disappointing experience when trying to cancel my Virgin Media broadband service. I notified Virgin Media of the cancellation both by email and through its online system after switching to a more cost-effective provider offering higher broadband speeds. I also disconnected the Virgin Media router and stopped using the service. Despite this, I continued to receive messages and invoices, followed by warnings about further action over charges that I dispute. The cancellation and subsequent billing process have caused unnecessary stress and have been extremely frustrating. I have retained records of my cancellation requests and the communications I received, and I am happy to provide further details if anyone considering this provider would like to contact me. I have also heard similar accounts from several colleagues who have experienced difficulties with this provider. Based on my own experience, I cannot recommend Virgin Media and would advise potential customers to consider other providers carefully."

"Absolutely horrific service, in broadband, TV and customer service. Connection regularly dropped and appeared to be throttled as it was suddenly fine when speaking to a representative, and then slow the next day. They flaunt their “500+” channels on TV only for the majority of them to be filler and/or require an additional subscription to use. It will not stay paused, you cannot record certain shows, and you have a limit on forwarding/rewinding. Currently in the process of cancelling as our contract is up and it is an absolute nightmare. You need to cancel via the phone but we haven’t been able to get anyone on the line for 2 weeks. Talking to their “team” online will just bring you to the most outdated chat bot known to man. You would have a more productive conversation with a tamagotchi."

"This company is a joke upgraded the system today the engineer left after taking a €20 tip off my grandmother too with no problem. We called and he said couldn’t hear us convenient ey? Told us be on in 30 mins before left didn’t give a demo on how it works. My grandparents are elderly and rely on the wifi to work for their medical devices. Absolute scumbags taking their money for years. Only actually upgrading them after years. Honestly in what world does anyone leave elderly people in that way?"

"Now virgin media are a dis grace. To the public with there robot. Called Cara. It’s terrible when people are disabled and have to listen for twelve minutes to a robot you need to change ur system. Or yoh loose customers ok. All my. Friend family are fed up with this so virgin. Do your duty And change ur system ok."

"So terrible I cancelled it during the cooldown period. Very glad I did considering the other reviews here. We ordered mid July, were given a long waiting period of a few weeks for installation. Fair enough, rural location. They rang on the day of that appointment to cancel after we had taken off work. Rescheduled for TWO WEEKS later. Took time off for that one too. Rang to cancel that as well. Now two days of annual leave wasted. That was rescheduled for a "priority install" the next week on an AM slot. They rang during the time and then said it would be a PM slot. Miraculously, while annoying, the install was completed. It worked fine for all of 20 hours, then the constant drops started. Almost hourly for 24 hours, it would disconnect for a few seconds or up to several minutes at a time. Then for a further 40 hours there was completely no service. Then it was fine for a few days. Then it started dropping every day a few times a day, and then over the weekend it would completely drop for hours at a time. It seemed to be related to congestion (throttling gone extreme maybe?) In any case, all attempts to contact customer service were met with the same issues as others have described. Pathetic AI agent "wall" to keep you away from real people, then the real people would give you canned copy/paste responses. Upon arguing or backing them into a corner, they would say it looks fine on their end and they would "escalate" it, after which we heard nothing. A complete fiasco, and thankfully all of this happened within the 14 day cooling off period, whereupon we cancelled completely. Now going with Starlink. Hopefully that works out..."

"Customer service has gone downhill with their new AI assistant. It makes it impossible to sort any non standard issue and will hang up on you instead of transferring you to an agent. Cancelling is a disaster. They never processed ours and we still got billed. Instead of being helpful with fixing their mistake, they're making it impossible to sort out the refund. It is sad considering they do provide a stable internet service."

"Never do business with this company, there is no one home when you need them, trying to cancel but cant do it, intranet pure crap off the navan road, see their vans in the area but they cant fix anything, a word of advise/ never sigh up with these or you will regret it, foll on december and by by for ever/ by the way your AI system is pure crap/ i miss the old Virgin, what happens yous as a company, I should of read these reviews before i made that call,"