Virgin Media Compensation Scheme
for Number Porting or Switching

When switching your broadband service to Virgin Media one of our team may need to come to your premises to activate/service your broadband services. We will arrange an appointment with you. If for some reason we miss this appointment or the appointment time is delayed. You may be entitled to compensation of €12.50 for a missed appointment or delayed appointment. Please complete our online form virginmedia.ie/switching-compensation-form if you feel you may be entitled to compensation and we will assess your claim.

Our compensation scheme for missed and delayed appointments will not apply in the following circumstances:

where it is missed or delayed solely as a consequence of a force majeure event namely an exceptional event, which

means any of the following:

act of god, natural disasters; fire, flood, earthquake, or extreme weather conditions (which are unlikely in that region of country),
riot, civil disorder or act of war;
strikes or other industrial action , outside of the control of the Provider, the impacts of which — could not reasonably have been foreseen or prepared for to the extent required to fulfil the appointment.
it would represent a risk to the safety, security or health of an individual if attempts were made to fulfil the Appointment, and
steps were taken to avoid or mitigate the effects of the force majeure event.

Hassle-free switching is the aim and if any issues arise, we’re on it. If you face delays or service loss when switching your broadband, home phone, or mobile number, you may be due compensation and this can be automatically applied as a credit on your account.

If a loss of service extends beyond one working day during or immediately after your switching request has completed, we’ll credit you €3 for each day of lost service.
If your service switch is delayed by any more than one working day after the date of request, we’ll credit you €1 for each additional day of waiting.
If you believe that we’ve not provided you with adequate information during the switch process, or if you have another switching related experience, please complete the form at this link - virginmedia.ie/switching-compensation-form. Upon review and where it’s deemed warranted, we’ll apply a credit on an individual case-by-case basis.

How does it work?

If we identify that a credit is warranted, we’ll send you an SMS to let you know when it has been applied to your account. Please check that your contact details are up-to-date in the My Virgin Media App – virginmedia.ie/app or on your My Virgin Media account – virginmedia.ie/sign-in.

If you’ve experienced a loss of service or delay in switching/porting and don’t receive a notification regarding a credit and feel you may be due one you can complete the form at this link - if you are an existing Virgin Media Customer, please complete the form using this link . If you are no longer a Virgin Media Customer, please complete the form using this link , requesting a compensation review. Once you hit submit a member of our team will review and we’ll be back to you by SMS within 10 working days.

The legal stuff: Virgin Media reserves the right to make changes to this programme. Any changes will be published on this page.

How long does switching take?

Broadband: Activation within 8 hours, from 9am to 5pm, Mon-Fri.

Home Phone/Landline: Activated within 4 hours, from 8am to 4pm , Mon-Fri.

Mobile Number: Activated within 2 hours, from 8am to 6pm, Mon-Fri, and 8am to 4pm, Sat-Sun.

If you are switching both your broadband service and home phone/ landline number, we’ll switch your home phone/landline number first and once completed, we will notify your previous provider to cease your broadband service.

If I have more than one number how long does it take to switch to Virgin Media?

For multiple numbers on the one account, we aim for the switch to be in place within 8 -10 working hours. This process is carried out from 9am to 5pm, Mon-Fri.

I don’t seem to have service after switching my mobile to Virgin Media, what should I do?

We’ll send you an SMS to confirm the switch is complete so you should only insert your new SIM card in your device once this SMS has come through to you. If the SIM was inserted early, simply turn your device off and on again. You can also cleck SIM placement to make sure that the Virgin Media SIM card is properly inserted in your device. If these doesn’t work for you, you can find all of the ways to get in touch at virginmedia.ie/support.

I don’t seem to have service after switching my broadband or home phone to Virgin Media, what should I do?

If your broadband or landline is not working, you can check for outages in your area on the My Virgin Media app or on virginmedia.ie/customer-support/support-by-topic/service-status/. If you need more support you can find all of the ways to get in touch at virginmedia.ie/support.

Is the compensation limit capped?

Yes, the maximum amount of compensation payable within a 30 day period is the total cost of your monthly broadband and/or home phone/landline package or the total monthly cost of your mobile plan.

What if I have another switching related experience?

If you believe that we’ve not provided you with the correct advice during your switch process, or you are facing another switching related experience, you can request a review and a credit may be applied on a case-by-case basis.