Code Of Practice

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

Delivering exceptional customer service to you is number one priority for Virgin Media.  Please let our customer care team know if at any time we do not meet your expectations. We will work with you proactively to resolve any open query to your satisfaction.  Our code of practice/ customer charter includes all of Virgin Media services.  You, The Customer, lead Virgin Media and our aim is to do the very best to solve any problems promptly so that you can resume enjoying your services with us.

How to register a complaint?

You can register a formal complaint with our Customer Care Team in instances where we have been unable to rectify a matter to your satisfaction. We prefer to resolve complaints over the phone; however, if you would prefer a response in writing, please ask.  For your convenience we have listed below the different ways you can contact us to register such a complaint.  Please provide your account number, address and phone number so that we may contact you as soon as possible.


Where possible, we will strive to resolve your complaint during our initial phone call. Our aim is to acknowledge your complaint within 2 working days. Furthermore, we will work with you to resolve your grievance within 10 working days. If Virgin Media cannot resolve the matter within a reasonable time frame, we will then agree a mutually acceptable way forward.

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


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.