Covid-19

Keeping You Connected through the Crisis.

 
 

As always at Virgin Media, we remain committed to providing connections that matter to people, business and public services. This is a challenging time for all of us. Our first priority is our people and our customers, so we have taken every necessary precaution to protect you by strictly following the advice of health authorities.

 

We are doing all we can to maintain a high standard of Customer Care, as well as ensuring network stability and continued connectivity, so you can stay in touch with friends and family, meet business commitments, work from home and access virtual learning for your children.

 

We will continue to deliver Ireland’s fastest broadband network which has consistently achieved 99.9% reliability scores. At times like this it’s even more important to have our own fully owned network and we have made significant investment in it to improve capacity. Our network teams are fully prepared for increased usage and the network has the ability to handle spikes in usage patterns at any time of the day.

 

To help those most in need during this challenging time, we are prioritising those customers who are without service. We’re here for you when you need it. You can easily access support, manage your account through My Virgin Media and get in touch if you need to. Also, we've put together some helpful information to answer some frequently asked questions you might have

 

In times of uncertainty, staying connected to loved ones and keeping the family entertained are more important than ever. Below you will find a few ways that we’re making this even more accessible for you.

 

#ConnectionsThatMatter

 
 
 
 

We're supporting

Supporting

The Front Line

Virgin Media is supporting the front line of central government, hospitals, the health sector and the army to upgrade and supply new connectivity solutions to help make their activity as efficient as possible.

Through Virgin Media Television, our dedicated reporting and editorial teams are bringing trusted news and current affairs to audiences across Ireland every day. We have also increased our programming in line with our public service broadcasting role so that all communities are receiving essential updates from our Government and Public Health Experts.

 
 

Supporting

Business

Many sectors are experiencing challenges like never before. We’re ensuring that when their doors open again, they will have services and equipment ready to hit the ground running.

With remote working becoming the new normal, we’re increasing capacity to companies head office, data centre and cloud providers and are waiving the minimum 24 month contract on our Home Worker product, with flexible contracts to facilitate working from home.

 
 

Supporting you

Supporting you

We’re open for business:

If you’re an existing customer who wants to add a service or a brand new customer, you can simply order online and we will deliver direct to your door, with convenient delivery slots. We’re pleased to announce our retail stores are now open again, in strict accordance with HSE guidelines. So you can pop in and buy a mobile phone, SIM or broadband bundle and get set up right away. Find out more here.

 
 
 
 

30 day Mobile &
Broadband plans

If you’re buying a new mobile or broadband product with us, we provide 30 day options as well as longer contracts, allowing you total contract flexibility in uncertain times.

 
 
 
 

Supporting you

Self Install:

If you’re adding a broadband, TV or a Smart Home Entertainment pack we offer easy self-install, with no need for a technician visit.

 
 
 
 

Supporting you

Mobile

We’ve made calls, texts and data allowances unlimited on all Virgin Mobile plans until June 30th 2020 so you can stay connected to the people and things you love most while you stay home. That means you can make as many Irish landline, mobile and non-geographic calls as you like, send unlimited texts to Irish mobiles and use as much data as you need to. Any out of bundle international, premium and non-EU Roaming calls and texts will be charged at the standard rates for your plan. Your EU Roaming Data Fair Usage Policy will not be affected.

 
 
 
 

#ConnectionsThatMatter

 
 

Keeping you entertained

 
 

On Demand & Catch-up

Enjoy hundreds of movies and TV shows at the touch of a button. Watch or rent whatever you want, when you want it. Access all your favourite TV Players including Virgin Media Player, RTE, and TG4, brilliant box sets including the best in crime, drama, comedy and catch-up TV with all your favourite series and kids shows.

 
 
 
 
 
 

Virgin Media Television

As well as playing a role in keeping the nation connected, informed and updated during these critical times, we are working on our scheduling to give you access to even more great content, with critically acclaimed home grown drama and documentaries and exciting new kids content.

 
 
 
 
 
 

TV Anywhere app

Our TV anywhere app brings you all our best TV, box-sets and kids content in one great app. Family time is precious, but so is you-time! Let the kids take over the sitting room while you find a quiet corner for your favourite crime drama.

 

So for the length of time we’re all at home you’ll also have unlimited access to Virgin Media Television and Boxsets through the app. That means you’ve got 100’s of hours of Kids shows and loads of boxsets at your fingertips for all the family to enjoy on as many devices as you like.

 
 
 
 
 
 

Sky Cinema

Don't already have a Sky premium subscription with us? There's never been a better time to sign up, as we're offering Sky Cinema half price for 12 months – so you can rediscover a whole new world of movies while you’re stuck indoors.

 

T&C’s apply 

 
 
 
 
 
 

Sky Sports

Sporting events globally have been affected by Covid-19, but we’ve made sure our Sky Sports channels are still available to you. If you need to avail of a payment break, we’ve made it possible for you to do so for 2 months by submitting a request form. You'll still be able to view Sky Sports channels during this time.

 

If you’re a Sky Sports & Cinema customer, you can avail of 3 months half price.

 
 
 
 

FAQs

Service Interruptions

For all service interruptions message us on +353896000016 or call us on 1908.   To help those most in need during this challenging time, we will be prioritising those customers who are without service.  We will have some screening questions for you to answer before our engineer will go into your home. It is essential that you are able to answer these questions.

When in your home our engineers will be wearing protective equipment, and will wipe down anything they come into contact with , they will also be adhering to social distancing guidelines.

Billing

If you already have an online account, you can make a payment on your bill through this, if not you will just need to register here.

If you are worried about meeting your repayments with us, please message us on +353896000016 or call us on 1908 and we will help find a resolution together. We also have a 24-hour automated telephone service (1908), where you can pay your bill, check your latest account and billing details and make a payment.

Business Customers

We understand this is an extraordinary challenging and uncertain time for business owners. If you are worried about meeting your repayments with us, please message us on +353896000016 or call us on 1908  and we will help find a resolution together.

Following the advice of health authorities that companies try to facilitate home working where possible we are waiving the minimum 24 month contract on our homeworker product, get in touch on 1800 941 941 to sign up to this.

During this crisis  we are all adapting to new ways of staying in touch and helping our customers, we would like to reassure you that we will do everything in our power to help resolve your query during these challenging times.

 

How is my Sky Sports subscription affected?

Sporting events globally have been affected by the Covid-19 epidemic, but we’ve made sure our Sky Sports channels are still available to you. If you need to avail of a payment break, we’ve made it possible for you to do so for 2 months by submitting a request form. You'll still be able to view Sky Sports channels during this time.

 

If you are a Sports and Cinema customer, you can avail of our half price Sports & Cinema offer for 3 months.

 

If in the event you want to cancel your subscription completely, you can contact us via WhatsApp on +353896000016 to discuss

What’s my network status?

Visit our Service Status page to check your broadband, TV or home phone network status.

Some helpful guides for your Broadband service

If you’re having trouble connecting to the internet there may be a number of reasons. Head to our step-by-step guides for improving your WiFi, or for slow connections to point you in the right direction. They are packed with loads of hints and tips to help you get the best connection.

Protecting our network

We know how important our network is to everybody right now. We want to reassure you that our network can withstand any increased usage, including peaks throughout the day, in the evenings and at weekends. As usage rises, our existing capacity will be able to take it – but we’ll have a close eye on things and make changes if we need to.

Deliveries

Our delivery partners will be changing the way they make deliveries in that they won’t ask you to sign when accepting their order. Drivers will ring or knock on your door and place the parcel on your doorstep, then move away to a safe distance. When you answer the door, the driver will explain that they’re making a delivery and will ask the customer for confirmation of their surname. The driver will then sign for you with CV19 in the signature.

 

For deliveries requiring PIN validation, the driver will ask you for the delivery PIN and the driver will enter the PIN into his handheld device.

 

If you no longer want to accept your order, the driver will follow the standard refused process and return the parcel to us.

Why are Virgin Media crews still on the street?

The Government has been clear that our services are considered an essential service. We are doing all we can to ensure network stability and continued connectivity, so you can stay in touch with friends and family, meet business commitments, work from home and access virtual learning for your children.

How we're keeping our customers safe

The health and wellbeing of our people and customers is our main priority, so we’re following Government and HSE advice. Our key workers will only enter your home to do essential work, and will always stick to social distancing guidelines when inside.

 

  • We’re checking with our technicians to confirm they don’t have flu-like symptoms, aren’t self-isolating, and haven’t been to high-risk areas. If they answer yes, they won’t visit your home.
  • Before a scheduled technician install or service visit, we will have some screening questions for you before we schedule the visit.
  • We will also text customers to ask if anyone living at their property has been asked to self-isolate or has flu-like symptoms. If customers respond with “yes”, then we will contact you to reschedule the visit and check if we can resolve the issue for you without entering the property.
  • On the day of a technician visit, customers will receive a call around 30 minutes before the technician is due to arrive, we will again ask some screening questions as an added precaution.
  • If a customer responds with “yes”, the same process as above will be followed.
  • Where possible, we can send you a self-install pack which means there’s no need for someone to visit your home. This service is available at no extra cost.
  • We had hygiene measures for engineers in place before the coronavirus pandemic and we continue to adhere strictly to these, including anti-bacterial hand wipes and latex gloves as standard kit.     

Sky Cinema Offer

Half Price Sky Cinema & Sky Cinema HD is available to existing Virgin Media customers adding a Sky subscription to their service. Offer is for 12 months. You must keep your premium for a minimum of 30 days, after this period, you can cancel your Sky Cinema subscription at any point by notifying us. Offer ends 30/05/2020.