Virgin Media Ireland Reviews 

Virgin Media worst customer service now days AI customer service, doesn't workout. Waste of time, over charge scams. No real solution it pain in the ass. Worst experience of my life, never again with Virgin Media.

Even i call Virgin media shop, and no answer phone number is terrible. I'm sure they are losing customer all the time

I'm a new customer, and it's impossible to set up my online account since VM is not sending me their verification email (despite filling in everything on the screen and they confirm they emailed it - so I tried various emails - none received VM verification email).

Customer Support phone line is dealt with exclusively by a chatbot with extremely limited options, and technical capability of a state owned untility provider for the 90s. No matter what I asked, the bot answered "I checked your area for outagges. What else could I help you with today?".

Naturally, if you aren't a customer (not yet 'in the net') you get to speak to the most charming sales people who promise you they went to the same school, played GAA in the same parish, married a girl from your neighbourhood, and own the same labrador dog like you do....

VM's wifi router (Sagem F@st 5685) has the three LAN ports (labelled INT) digitally locked, so I cannot connect it to my house wi-fi mesh, like I've effortlessly done with several previous providers. How could one unlock the ports? Well call the Customer Service, they'll be delighted to help won't they...... Update: Now self-resolved using ChatGPT

Update: Icalled again VM support, to day they had a much better availability, I spoke with about 5 different REAL people. Great Team. Very helpful, very uderstanding.

The lingering frustrating bit is Carra, your virtual assistant.... It's like talking with a 2 year old with an adult voice....

I have never known a company so bad at customers services in my life.

Nearly 10 years a customer and solving simple issues is always a 1+ hour call going back and forth.

And now when I am setting up a SECOND account. I cant even get someone on the phone. You have to spend 15 mins dealing with an AI Bot. Then finally you get someone but they have to send you off to another person. Another 15 minute hold. But they aint the right person so off you go to the next person. Another 15-20 minute hold. But wait, the music stops. Is someone there?

Nope cause they hung up. So now you get to do it all over again.

Absolute horrible service! Charged me an early exit fee after I was explicitly told I will not be charged an early exit fee by two Virgin media customer service agents!

I'd give this zero stars if i could. Cara is an obnoxious idiot AI and extremely frustrating to deal with. The old press a number system might have been bad but at least it sort of worked. This AI experience took years off my life. Human staff was perfect but the AI scripted routing is an absolute joke and in no way fit for purpose.

Overcharging me on mobile for a sim card that never worked. Impossible to get through to anyone via phone anymore, their new AI agent is terrible

Absolute disaster from start to finish. Upgraded to 1gb fibre through bonkers. The modem arrives then Siro engineers arrive a couple of days later to pull the line to my property. Then on a different day more engineers arrive to install the line in to my living room and hook it up. Guy tells me to wait 20 minutes while the box updates and he leaves. This is a Monday. Hours later still no Internet just blue flashing light. I contact virgin who tell me 24/48 hours(nobody ever told me this). To cut a long story short I called a further 11 times and had to open a complaint with them over the next week and still no Internet all week. The following Monday it eventually gets turned on and all OK. The the next day I wake up and see no Internet again! Box is flashing blue. I call customer service and am told another order has to go in to siro and it can take 24/48 hours! Absolute crowd of spoofers. No matter how many times you call you'll never get an update, call back or explanation as to what's going on. It's always wait 24/48 hours. And just think I was a NEW customer! I cancelled the service straight away and have moved to Vodafone since. Do yourself a favour and avoid them like the plague!

By far the worst provider in Ireland, not only because of their customer service but the inconsistent internet, in 12 months disconnected tree times one for multiple days being told it will come back in an hour and it never did, when you try speak to customer service about billing issues just repeat the same oh I'm sorry but do not resolve any thing, I was with my previous provider for money years and decided to move to D's for the last 12 months I'm probably the worst decision I ever made, as company Vodafone was extremely good on the phone understanding and anytime I went outside my contract they always looked after any reversals if it was overpaid, cancelled my service. Don't waste your time and patience with this company just look elsewhere, Internet is not consistent, customer service is shocking, ask to speak to manager and they just say no, repeat the same over and over with no resolution, worst experience with any company, Their automated boto CARA also is useless, doesn't recognize your account number when you type it in or say it and then just hangs up on you I called five times and had to go through the menu as if I was signing up for a new account just to speak to someone, another company implementing AI to save time and resources on their side, but all it does is take more time from their own customers.

Disaster from start to finish.
Installed 1Gb WiFi and it took 2 weeks and 4 visits from different companies to actually get the wire to my home (12 feet away) from the top of my house to my hallway and after week I had service. 10 days later it failed I’ve had visits from Virgin,Activo and Siro over a 3 week period with no solution. Do not go near these jokers as everything is outsourced now and the communication between the 3 company’s involved is non existent.

If there is zero star I would have given it.
Signed for 500mbs speed ...was only getting less than 100...was calling twice or 3 times a day to fix this...
Decided to cancel my subscription within 14 days
Won't recommend
I am going back to the best provider in Ireland...Digiweb

What went wrong! Be easier to write what went well! The technical support was non existent - but I will say they were pleasant to deal with - I think they just lied to get me off the phone! Told me my broadband would work "in the next hour" for 3 days straight. I contacted my old provider and the line was still with them! A corrupt sim was sent out and my daughter has lost her number- that took 5 days to work out. Never again

Cancelled my mobile service. They acknowledged then promptly 20E for following month. Six months later after formal complaints I am still waiting on a refund They make every excuse possible. Why are these companies allowed to operate in this way. We have a state funded service called Comreg which should be active in preventing such money gouging. Avoid Virgin mobile

They managed to make something that was already horrible, worse.
The whole experience is frustrating.

I am gobsmacked.

I signed up to their broadband service and cancelled within the cooling off period. I'm now so thankful that I did.

I returned the equipment unopened as requested and yet still received a threatening SMS a month later denying that the equipment had been returned.

Their bot, Cara, is probably the worst bot I've ever encountered. She accepts a limited range of responses and actually hangs up on you. She seriously just disconnects the calls.

Are you a customer?, 'No', select a service from 4 obscure options. If you don't know which option to select (it's 2 by the way in case anyone else needs to know) she then just repeats the question untill you select something.

Then are you a customer?, 'Yes', provide customer number, not available, and she simply tells you to call back when you have it and hangs up.

Then are you a customer?, 'Yes', provide customer number, you provide the old number, her response is 'something is wrong' and she just hangs up.

Seriously? Is that your idea of customer SERVICE? Oh and all phone numbers and other ways of contacting virgin media all lead to the delightful Cara.

I eventually called a store and the assistant there told me how to bypass their thick bot and access customer service. They also have no way of validating that the equipment was actually returned. When I provided the date and location of the lockers used they apparently took me at my word and have now hopefully cleared the black mark against my name.

I really hope that I don't receive further threatening SMSs in another month - but at least I now know how to get past Cara :)

Appalling.
Impossible to contact.

After lots of problems cancelling i am happy to say virgin have now backdated cancellation with no cost and actually refunded 41 euro that i was overcharged.
Well done tothem. My faith now restored.
Ray

I have never been so disappointed by how terrible the WiFi is in my life the 5g next to the router is nice but if you live in a normal house the 5g doesn’t travel well. Their 1gb speed promise is false on top of that if you have a game console enjoy the first 5 minutes as it doesnt let you connect to the internet. Please look at other network providers

Very disappointed with the service. AI self service. No customer service connection. Extremely high bill for broadband only. 30 days cancellation still with full bill to pay with disconnection because of the customer service issues.
Absolutely disgraceful.

Went to Scotland for 3 days, no service at all. The customer support AI was absolutely useless. Get home and my data wasn't working. They tried to convince me it was my phone setting was the issue until I mentioned the numerous threads of complaints easily found online while i was kept on hold. They immediately back tracked to its a sim setting on their end.

Also their AI customer support function is absolutely useless, after numerous attempts of stating the purpose of the call, it transferred me to the wrong dept

Absolutely terrible new AI self service.