Ordering replacement equipment

Find out what to do if your equipment is damaged, lost or stolen

 
 

Frequently asked questions

Digital or Virgin TV box replacements

If you still have the TV Box, try rebooting it first. Unplug the Box (and the Hub if you have one) for twenty seconds, plug it back in and make sure all cables are secure. Then, check again to see if it has worked.

 

If not, get in touch with our technical support team when you're at home. They'll be able to carry out some further checks with you over the phone.

 

If this does not resolve the issue, we can get replacement equipment to you via courier or set up a technician appointment. There will be a €60 fee per piece of replacement equipment we give you. That said, this might be covered by home insurance if you have it - check directly with your provider.

Virgin Media Hub replacements

If you still have the Hub, try a reboot to make sure that doesn't fix it. Reboot by unplugging the Hub (and your TV box if you have one) for twenty seconds, plug it back in, and ensure all cables are secure. Once this is done, check again to see if it has worked.

 

If it doesn't work, get in touch with our technical support team when you're at home. They'll be able to carry out some further checks with you over the phone.

 

If this does not resolve the issue, we can get replacement equipment to you via courier or set up a technician appointment. There will be a €60 fee per piece of replacement equipment. That said, this might be covered by home insurance if you have it - you can check that directly with your provider.

Remote control replacements

If your remote control has stopped working, first try changing the batteries. If this does not work, or you've lost your remote control, you'll need to complete the remote control order form, and a new one will be sent out to you.

 

If you had the remote for six months or more, there will be a one-off charge of €10 on your next bill. If you had the remote for six months or less, there's no charge as it's still within the guarantee period.
 

Please feel free to get in touch and we'll be happy to run through some checks with you over the phone.

Home phone replacements

Our technical team will be able to carry out some troubleshooting with you to try and fix the issue, so do get in touch with them when you're at home. If this does not resolve it, we can send a replacement phone to you via a courier.

 

If it needs to be replaced, and you've had it six months or more, there will be a once off fee of €30 added to your next bill. If you've had the phone for six months or less, it will be within the guarantee period - so there will be no fee for the replacement.

Mobile phone replacements

We'll try to blacklist the mobile that has been lost/stolen. This ensures that other mobile providers won't allow the phone to connect to the network, even if there's a valid SIM card in the phone. Get in touch and we'll go through it over the phone.

 

What to do if your phone wasn't insured

If your mobile has been lost or stolen, and it wasn't insured, you may want to get a new phone. Check out our current phones and offers.

 

What to do if it was insured

If your mobile was insured you'll need to contact your provider directly. If the insurance was taken out with Mobilecover (the mobile insurance that we recommend to our customers) you'll find their contact details on their website.