FAQ Hub.
Find fast answers for common questions.
See our top common questions here or
How do I reschedule or cancel an appointment?
You can reschedule or cancel your appointment anytime before 8am on the day it's scheduled by signing in and visiting the home page in the app or the overview page in My Virgin Media.
New customer and need help?
Whether it’s setting up equipment, tracking an order, or activating your account, you can find everything you need in your My Virgin Media account.
Want to view, download, or pay your bill?
It’s easy – just log in to your My Virgin Media account on the website or app to manage everything in one place.
Need to transfer your mobile number?
It’s quick and easy in just 3 steps! Just make sure to do it between 8am and 6pm. When you're ready, click below to get started.
How do I set up a new account or recover an old one?
Getting started is simple — you can create a new My Virgin Media account in just a few steps, reset your password, or add a second account.
I’m moving home, what do I need to do
Let us know at least 14 days before your move to keep things running smoothly. First, check if our service is available at your new address. Then follow our step-by-step guide when you're ready.
Broadband
My internet speed is slow, what do I do?
Most of the time rebooting your modem does the trick. To do this, simply plug your modem out, wait ten seconds, and plug it back in again and wait a few minutes until it is completely connected again.
If this doesn’t work, follow our step-by-step troubleshooting guide here.
My internet has stopped working completely, what do I do?
Follow our step-by-step guide to find out what the issue is and get you back online here.
My internet stops working in certain areas of my house, why is this?
If your connection drops while moving around it is likely that you are losing connection because you are too far from your modem, or you are in a “black spot” area where the signal can’t reach.
Ensure your modem is not tucked away and out in the open clear of any obstacles. If blackspots persist our Smart WiFi Pods and WiFi Guarantee can help eliminate them. Find out more here.
Where do I find my WiFi details?
You can find your WiFi name and password on the bottom side of your modem.
What are Smart WiFi Pods?
The Smart Wi-Fi Pods are clever little devices powered by advanced Wi-Fi mesh. They’ll team up with your Virgin Media Hub to supercharge your Wi-Fi coverage – eliminating blackspots and giving you Wi-Fi, all around your home. technology. Find out more here.
How do I upgrade my existing package?
Upgrade your Virgin experience by visiting our upgrade hub here.
Is there an outage in my area?
If you are without service, there might be an outage in your area. Go to this page here to test your devices to see if there is an outage in your area.
TV
What apps do I have access to with Streaming TV?
With our new Streaming TV package, you get access to all your favourite apps such as Netflix, Disney+, Amazon Prime, Apple TV, Paramount+, YouTube, Spotify and more.
Can I watch Sky Sports?
Virgin TV has all the extras and add-ons you could ask for. Create, customise and personalise your TV package by adding Sky Sports or other premium channels you are interested in by clicking here.
My remote control has stopped working, what do I do?
First, check the batteries. Remove and reinsert the batteries in the remote to make sure the connection is secure. You may need new batteries if the current ones have died.
Second, let’s check if the remote is still paired to your TV. You might need to re-pair your remote to your TV. Simply press and hold the ‘TV’ button and the number ‘0’ button for 10 seconds. A light should flash on the Virgin TV 360 Box and the remote should then be paired
Still not working? Let’s try the signal. Turn off your TV and your set top box for about 30 seconds and turn back on. Give the remote a go and see how that works.
If you need further assistance with troubleshooting your remote control or to order a replacement, please message us now and we will be happy to help.
What is On Demand TV?
On Demand TV gives you unprecedented access to a world of entertainment. You can catch up on your favourite programmes with Virgin Boxsets, enjoy hours of Virgin Exclusives and immerse yourself in the latest blockbuster movies. You won't have to press record or rewind, they'll be there waiting for you for a full seven days after they've first been aired, so you can watch what you want at your leisure.
What are the Premium Channels on Virgin TV?
You can add premium channels to your existing Virgin TV channel lineup for an extra charge per month. The charge will vary depending on the channels you want to add, and this will appear on your following month's bill. See what Premium Channels you can add to your package here.
I’m missing TV channels - what should I do?
No worries! Just follow these simple troubleshooting steps to get to the bottom of why some of your channels might be missing.
How do I upgrade my existing package?
Upgrade your Virgin experience by visiting our upgrade hub here.
Mobile
What is included in Virgin Mobile SIM plans?
For just €15 a month you can get Unlimited calls & texts in Ireland & EU, Unlimited data in Ireland, and 32GB EU roaming included.
How many SIMs can I have on My Virgin Media Account?
You can have up to 6 SIMs on your My Virgin Media account.
Can I keep my own number if I switch to Virgin Mobile?
Yes! You can bring your number over with you. When you are ready to transfer over, go here to start the quick and easy process.
How can I pay my bill?
We like to keep things smooth, simple, and safe; we require all Virgin Mobile customers to pay their monthly mobile bill by Direct Debit.
To update a direct debit go here or head over to the My Virgin Media app.
What is a PUK code and where can I get mine?
A Personal Unblocking code (PUK) is needed when you have locked yourself out of your SIM. You can find yours here or in the My Virgin Media app.
What allowances do I have while roaming?
If you are travelling to Europe, you can now use your Virgin Mobile allowance anywhere in the EU. This means that while you’re travelling in an EU country, you’ll be able to use your Virgin Mobile allowance of minutes, texts and data, just as you would at home subject to fair use limits.
If you are travelling outside Europe, you will be charged for your phone use. To avoid unnecessary Data Roaming charges, it makes sense to switch off Data Roaming on your phone before you travel. Or alternatively, if travelling to the USA or Canada we have two Data Only Roaming Bundles available for purchase. You can find out more about these here.
How can I upgrade my phone?
Already paid your phone off? There’s no need to wait, you can buy any of our top-of-the range devices today. We have all the latest phones from Apple, Samsung and more. And if you’re nearing the end of your phone contract or want to pay it off sooner, you can talk to our team today to pay off your balance before choosing your new phone with us.
Check out our full range here.
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