Code Of Practice

What is Virgin Media's code of practice for complaint handling?

Delivering exceptional customer service to you is our number one priority. And to help us keep our standards high, we’d ask you to let our customer care team know if we fail to meet your expectations at any time. We will work with you to resolve any query to your satisfaction. Our code of practice includes all Virgin Media services.

How to register a complaint?

You can register a formal complaint with our Customer Care Team in cases where we’ve been unable to solve a problem to your satisfaction. We prefer to resolve complaints over the phone, but if you’d prefer a response in writing, please ask and we’ll be happy to oblige.

How we record your complaint.

 

Once Virgin Media have received your complaint, you will receive a notification of your complaint with a unique reference number. If you have any queries on your complaint, please quote this number.
We will record this number on our system for tracking purposes and we will reference it in any communication to the customer related to the complaint.
 

Resolving your complaint


Where possible, we will try to resolve your complaint during our initial phone call. We aim to

acknowledge your complaint within 2 working days, and will work with you to resolve your

grievance as quickly as possible (and within a maximum of 10 working days). If we cannot resolve

the matter within a reasonable time frame, we will then agree a mutually acceptable way forward.

For your convenience, we have listed below the different ways you can contact us to register your

complaint. And please provide your account number, address and phone number so that we can

contact you as soon as possible.

 

Refund Process

 

Where a refund may be due in relation to an issue raised in your complaint, you can request that this be considered  as part of the resolution of your complaint. A refund will be applied as a credit on your account or paid by cheque where applicable. Our agents will work through it with you and determine, based on the circumstances of the case, whether a refund is appropriate

 

 

 

Please note that if you wish you can also contact the industry regulator Comreg regarding this complaint if it has not been resolved after ten working days, the contact details are consumerline@comreg.ie

By Phone:


Freephone 1908
Customer Care opening hours: Monday - Sunday: 9am to 9pm

 

By Email:


Send us an email via our secure online contact form. Our dedicated team will contact you back within 24-48 hours, Monday to Friday between 9am - 5pm.

By letter:


Virgin Media Complaints Team, Virgin Media Ireland, Limerick Enterprise Development Park, Roxboro Road, Limerick.

 

By Live Chat


Click here to visit our Contact Us page where you chat live with a member of our customer care team through our live chat messenger depending on your query.

Escalating your Complaint

Our goal is to resolve the complaint to your complete satisfaction.  You are entitled to request an escalation of your issue to a team manager if the complaint is not settled as per your expectations. A manager may be available to speak to you immediately or they may call you back at a time that best suits. We would appreciate it if you could let us know which daytime and evening contact numbers work best for you in the event that a manager has to call you back.

 

If, after speaking to the team manager, you still feel that we have not dealt with your complaint appropriately, a Senior Manager can intervene. He or she will review your grievance and respond accordingly. We will also take your feedback on board so that we can learn how to solve such queries more efficiently and deliver even better customer experience.