Terms and Conditions Summary

Who is my contract with?

Your services are provided by Virgin Media Ireland Limited.

How do I contact Virgin Media to discuss my contract?

If you have a query about any aspect of your contract you can contact us by calling 1908, emailing customer.support@virginmedia.ie or you can also use one of our Online Contact Forms by clicking here

 

Click here to view our Terms and Conditions.

When does my contract begin?

You may have contacted Virgin Media by phone, online or in-store to place your order for our services. We will confirm the receipt of your order for our services to you. Our team will begin the process of activating or installing your services

 

Your contract will commence on the date Virgin Media activate your services.

 

Click here to view our Terms and Conditions.

How long does my contract last?

Your contract continues unless terminated by you or Virgin Media.

Unless otherwise stated in our communications with you or other documentation that we provide to you, the minimum period of your Contract for our services is twelve (12) months starting on the date we activate your services. This may be 18 months for some customers.

 

Click here to view our Terms and Conditions.

How do I change my services?

If you wish to add to or remove some of your services you can click here to see your options or call 1908 to discuss your options.

Whenever you request additional services or make a change to a bundle of our services, your minimum period may be extended for a period of twelve (12) months from the date Virgin Media activate the additional services, or activate the change to your bundle. Your sales agent will advise you of this prior to completion of the order.

 

Click here to view our Terms and Conditions.

What should I do if I am moving home?

If you wish to move home you may be able to bring your equipment and service with you, subject to availability of the services in your area.

To learn more about moving home click here to go to our Moving Home web guide or call our dedicated House Move Team on 1890 940 140,Monday - Friday 9am to 5pm.

 

Click here to view our Terms and Conditions.

Who owns and maintains Virgin Media's equipment?

All equipment provided to you to avail of our services belongs to Virgin Media.

 

The equipment is provided for use by residential customers and are for residential, non-commercial use only.

 

Equipment must not be resold, transferred or otherwise distributed for commercial purposes.

 

To learn more about our equipment and technical support click here.

 

How do I get Help or Support for my services?

As a Virgin Media Customer you can avail of the following support services:

 

You can access the Virgin Media Customer Care contact page here.

 

Follow Virgin Media on Twitter and Facebook to receive updates and to chat now with our social media support team.

 

Click here to view our Terms and Conditions.

How will Virgin Media deal with a complaint?

Virgin Media aims to resolve any complaint quickly and satisfactorily. You can contact us by calling 1908, via chat or by using online complaint form here.

How do I return my equipment to Virgin Media?

You can contact our collector directly on 01 4405310 or e-mail vmequipmentcollections@actavo.com  to arrange a pick up of the equipment.

For collection of equipment under WEEE please click here for more information.

 

Click here to view our Terms and Conditions.

How do I cancel?

You can cancel your contract by providing one months notice to Virgin Media.  

If the contract is terminated during your minimum period, cancellation charges may apply.

 

Cooling-off period - You have the right to cancel your order without giving any reason any time up to 14 days from the later of: (i) delivery of your equipment or (ii) activation of your services. Click here to view our Cooling-off period information page.

 

Click here to view our Terms and Conditions.

Are there any fees and charges that could apply to my service?

Fees and charges may be applied to your account in some circumstances. Here are all of our additional fees and charges information set out in one handy leaflet.

 

Terms & Conditions

General

These terms and conditions are in addition to Virgin Media’s General Terms and Conditions, a copy of which is available here.

 

All services are subject availability & our acceptable usage policy.


All Broadband, TV and telephony products are subject to a 12 month contract, unless otherwise stated.


When you purchase services from Virgin Media via our website or by telesales you have the right to cancel your contract within 14 days without giving any reason and without penalty, click here for more information.


30 days written notice is required should you wish to cancel your service. A cancellation fee will apply should you cancel during the contract period. If you cancel & fail to facilitate the return of the equipment, you will be subject to an unrecoverable equipment charge of €150.

 

Freedom Broadband and Anytime Mobile (30 Day Contract)

 

Freedom Broadband and Anytime Mobile is available to New Virgin Media customers only, and is subject to a 30 day rolling contract period. A €20 equipment activation fee applies. In order to avail of this bundle, customers must sign up to Direct Debit at the point of sale. To cancel your Freedom Broadband and Anytime Mobile subscription contract, you must provide 30 days’ notice in writing to Virgin Media. If you cancel & fail to facilitate the return of the equipment, you will be subject to an unrecoverable equipment charge of €150.

 

(In order to purchase a TV product from Virgin Media, Freedom Broadband and Anytime Mobile customers must sign up to one of our combined TV, Broadband and telephony bundles, which are subject to a 12 month contract.)

 

Freedom TV is available to new Virgin Media customers only, subject to a 30 day rolling contract. Customers must sign up to Direct Debit at point of sale and choose self-install €30 activation fee applies

 

Information correct at 05/2017

Red House Experience

The Red House Experience is available to all Virgin Media residential customers. The Red House Experience will be offered at no additional charge if you are a new customer where self install is not available at your address or you are an existing customer who needs a maintenance visit to fix a fault. If you request a Red House Experience there will be a charge of €50. 

Special Offers

Smart Home Packs terms and conditions.

 

Free connection: Offer applies to new customers who self-install and new customers where self install is not available at your address. If you choose not to self-install a €50 charge applies. Existing customers can avail of free connection if ordering or upgrading to our Virgin TV service, or ordering any broadband and home phone bundle if they choose to self install. Free connection offer ends 2nd October 2019

 

All of the offers listed below are available to new customers ordering our services online and choosing self-install. After the offer period, normal monthly rate will apply thereafter. A 12 month contract applies when you subscribe to any offer. All Offers end 27th Feb 2019.

All Offers end 2nd October 2019      

   

Mix 250: €25 off a month for 12 months: This offer is only available to new customers ordering a new TV, Broadband and home phone pack.

Mix 500: €25 off a month for 12 months: This offer is only available to new customers ordering a new TV, Broadband and home phone pack.

Full House 500: €25 off a month for 12 months: This offer is only available to new customers ordering a new TV, Broadband and home phone pack.

Naked 250: €15 off a month for 6 months: This offer is only available to new customers ordering a new Broadband product.

Naked 360: €15 off a month for 6 months: This offer is only available to new customers ordering a new Broadband product.

Naked 500: €15 off a month for 6 months: This offer is only available to new customers ordering a new Broadband product.

 

Broadband Activation Fee: A one off Broadband Activation Fee of €30 applies to all New Virgin Media customers taking our Broadband, Broadband & Home Phone and Broadband, Home Phone and TV products. Exclusion applies to customers taking a Virgin Media Smart Home pack along with their Broadband product.

 

Installation Fee: Free to new customers who self-install and new customers where self-install is not available at your address. Free self-Install offer ends 1st Jan 2020. If you choose not to self-install a €50 red House Experience charge applies, see ‘Red House Experience’ for more information.

 

Information correct 10/10/2019

Virgin Media TV & On Demand

Channel line-up is subject to change & regional channel variations may apply.


An installation fee of €60 applies for each additional point ordered unless an active cable outlet point is already in place.


A HD TV is required to enjoy the benefit of our HD service.


To avail of Sky Sports &/or Sky Movies HD you must first have a subscription to Virgin Media Ireland’s HD service or Virgin TV.

 

Virgin Media On Demand
You must have a compatible Virgin Media set top box. If your box is not compatible you can order a new one by contacting us on 1908. A charge may apply for the new box.


If you order a movie using On Demand a charge will apply. We will confirm the cost of the movie before you buy it. The charge will appear on your next bill.

 

Replay TV available on selected channels

 

Virgin TV Anywhere is subject to device registration on a maximum of 2 devices in addition to your set top box. Virgin TV Anywhere service includes 80 channels available to watch Out of Home over 3G, 4G and public W-Fi networks. Virgin TV Anywhere requires your device to have iOS7 or above for Apple products & OS.4.0.3 or above for Android, Windows 10 devices & is available to Virgin Media Ireland customers with Virgin Media Ireland TV.

 

Information correct at 01/2017.

 

Virgin Media Broadband

Ireland’s ultra fast broadband:
Offering speeds of 500Mb expected average speed during peak times of 490Mb to at least 90% of customers on the 500Mb product on a wired connection.


Other factors that may impact the actual speed experienced include the connection from your device(s) to the cable modem & the websites visited.


Wi-Free: When you sign up for Virgin Media’s Broadband service your modem will automatically offer a second signal for Wi-Free. If you would prefer your modem was not available to other Virgin Media customers visiting your home you can opt out at any time by logging into My Virgin Media Ireland. If you choose to opt out, your modem will not offer a Wi-Free service nor will you be able to connect to other Wi-Free networks. You must be a Virgin Media  Broadband customer & in the home of another participating Virgin Media   Broadband customer to avail of the Wi-Free service. All Virgin Media Broadband customers can connect to Wi-Free. Wi-Free will give you speeds of 10Mb Download and 2 Mb upload to 3 members of a Virgin Media household can connect to Wi-Free at a time. 5 Virgin Media customers can connect to a single modem at a time. The Wi-Free service is subject to our Acceptable Usage Policy. These terms & conditions are in addition to Virgin Media Ireland’s General Terms & Conditions, a copy of which is available here


Limited Broadband services: These services have a monthly usage allowance of 30GB. If you exceed the usage allowance in any month we will automatically upgrade you to the nearest pack that best meets your needs. Before upgrading we will:
- Send you an email or text message notifying you the first time you exceed the allowance.
- The next time you reach 70% of your allowance we’ll send you an email or text message letting you know that you are close to exceeding your limit again. We won’t communicate with you thereafter about your usage. We suggest you monitor your usage using the tool available in My Virgin Media.
- In order to send you these notifications you must provide us with a valid email address or mobile phone number when buying this service. For further details on how we may use your email address, or mobile phone number please refer to our Consumer Privacy Policy.
- If you exceed your monthly allowance on two occasions we shall automatically upgrade you to the Broadband pack that best meets your needs.Additional information about our broadband

Additional information about our broadband

Our Internet speeds

  • Maximum speeds on our network: When we advertise a broadband speed we mean what we say, this will be the maximum download speed you can get on our network.
  •  
  • Normal speeds on our network: As we promise in our advertising, the expected average download speed you typically get at peak times will be:
  •  

      - on our 250Mb product 245Mb for over 90% of customers.

      - on our 500Mb product 490Mb for over 90% of customers.

  • Upload speeds will be 25Mb for our 250Mb product and 50Mb for our 500Mb product.
  •  

Maximum and normal speeds assume all technologies are working at optimum speeds; in practice numerous factors beyond our control can cause speeds to vary. Should you wish to contact us to get further information in relation to our speeds please call us on 1908.

We may as part of normal network performance carry out traffic management as part of general network maintenance including the management of any network congestion. These activities do not impact on the quality of the internet service we provide to you and do not impact on your privacy or the protection of your personal data.


We may also be legally required to carry out traffic management when directed by any court, tribunal, regulatory body, police authority or other competent authority as part of any proceedings or investigation. This may require us in these limited circumstances to disclose communications transmitted via our services to such authorities which may include personal data.

Virgin Media Home Phone

Anytime World (unlimited calls to landlines)provides free local & national fixed landline calls & 400 anytime minutes per month to fixed landline numbers in 22 international destinations & USA & Canadian mobile numbers. Excludes calls to other mobiles, premium rate, SMS & non-geographic numbers. Calls made outside of the call pack minutes are charged at our standard rates.


World Talk (unlimited calls to mobiles) provides free calls to local, national and irish mobile numbers & 400 anytime minutes per month to fixed landline numbers in 22 international destinations & USA & Canadian mobile numbers. Excludes calls to other mobiles, premium rate, SMS & non-geographic numbers. Calls made outside of the call pack minutes are charged at our standard rates.

Freetime mobile call pack provides free off-peak calls to Irish mobiles and fixed landlines as well as 400 off-peak minutes per month to fixed landline numbers in 22 international destinations including USA and Canadian mobile numbers. Excludes calls to premium rate, SMS and non-geographic numbers. Calls made outside of the call pack minutes are charged at our current call rates.

World Unlimited Talk provides unlimited free calls to local, national and Irish mobile numbers and to mobile and fixed landline numbers in 22 international destinations. Excludes calls to premium rate, SMS & non-geographic numbers. A fair usage policy of 6,000 minutes a month applies. Calls made above this limit are charged at our standard rates. A fair usage policy of 6,000 minutes a month applies to local, national and Irish mobile number calls.

The 22 international destinations included in our call packs are:
Australia, Austria, Belgium, Denmark, France, Germany, Greece, Italy, Liechtenstein, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, United Kingdom, USA & Canada. USA & Canadian mobile numbers are also included.

 

A fair usage policy of 6,000 minutes a month applies to World Talk, Anytime World, Freetime Mobile and World Unlimited Talk packs.

 

There is a charge of €30 for each phone handset. Virgin Media Ireland guarantees the handset for the first 6 months & faults thereafter are the responsibility of the customer.


Information correct at 07/2019.
 

Equipment

 

Smart Home Terms & Conditions

General Terms and Conditions

'The Virgin Media Smart Home’ this is the name Virgin Media uses for its Smart Home 'add on' packs and comprises the supply of Google and TP Link products (as specified in your Order: Entertainment, Automation, Complete) for the connected home. Please refer to Google General Terms and Conditions for further information on terms that Google applies in respect of  these devices and please also refer to TP Link General Terms and Conditions

 

The Virgin Media Smart Home packs are available to new customers when bundled with any of our Broadband products and all existing Virgin Media broadband customers on a 12 month contract or by payment in full. Direct debit is mandatory.

 

Your contract will begin when your Smart Home Pack is installed and will continue until you tell us you no longer want it or we cancel it. Cancellation of your Smart Pack contract or Broadband service will result in the termination of your Smart Device Pack, with the full outstanding amount due 30 days from date of termination.

Terms of Sale (Smart Devices)

In order to avail of any of the Virgin Media Smart Home packs, you must be an existing Virgin Media Broadband customer, or a new customer to Virgin Media taking a Broadband product. Smart Home packs are linked to having a broadband product. Cancellation of you Broadband service will result in the termination of your Smart Device Pack, with the full outstanding amount due 30 days from date of termination.

 

If you plan move home after install, please note that Virgin Media will not be responible for moving the Google Nest Hello doorbell, you will be responsible for completing the electrical elments of the doorbell move. 

Title in the Device

Title in the Device/s, including the risk of damage to or loss of the Device/s passes to you at the time the Device/s is delivered to you (subject to payment in full for the Device). 

Device/s warranty

Virgin Media will swap out faulty Google/Tp Link Device/s up to 1 year. Outside of the initial year, the customer should deal with Google and TP-Link directly. These devices will be covered by a warranty provided by the manufacturer.


Please see Google and TP Link manufacturer's warranty for more information. 

Cooling off

When you purchase services from Virgin Media through our website, field agents or by telesales you have the right to cancel your contract without any reason and without penalty within 14 days from the day of the conclusion of your contract, the delivery of your equipment or activation of your services, whichever is the later, under the EU (Consumer Info, Cancellation and Other Rights) Regulations 2013. To exercise this right to cancel you can complete our online form at virginmedia.ie/webcancellationform/, contact us by post at PO Box 11419, Blackrock, Co Dublin or call our customer care team on 1908 within the 14 day period. Please be aware that the following applies in respect of Google Devices should you wish  to return them during the Cooling Off Period:

(i) You are entitled to open your devices for inspection, but please note they must not be assembled, installed or used and must be repackaged securely in the original packaging when returning them to us;

(ii) Virgin Media reserves the right to refuse the return of devices where they have been damaged; and 

(iii) Where you have chosen to have your Google device/devices installed by one of our installers please ensure you have inspected the device /devices and are happy with their condition prior to installation. We will not accept returns on units that have been installed.



Other withdrawal rights

You may cancel this Agreement at any time for any reason subject to payment of all outstanding Instalments and Charges (if applicable) in respect of the Services.

Virgin Media’s right to suspend or end this Agreement

As well as the consequences for you if you miss payments under this Agreement, Virgin Media may suspend or end this Agreement and require you to discharge any charges which are due, by giving any required statutory default notice in writing, if you: a) fail to pay any Instalments, fees, charges or other amounts due under this agreement 

Cancellation of your Broadband products

What happens if this Agreement is terminated: you should be aware that if you terminate your broadband service, your Smart Devices will automatically be terminated. You will be required to pay the full amount outstanding on your Smart Devices, charges due under this Agreement in full without delay and, in any event, no later than 30 days after you give Virgin Media notice in accordance with this Agreement.

Credit check/ Application Check

Virgin Media reserves the right to refuse to sell the Services to you if you do not pass our Smart Home Application Check, even if you are already an existing customer. We may carry out application checks where necessary to help us confirm your identity and decide whether to accept your application. Based on the above, Virgin Media reserves the right to restrict the sale of devices (or cancel) we provide to you and only allow certain methods of payment. However, you will be notifed by SMS of this.

 

This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account.

 

If false or inaccurate information is provided and fraud is identified or suspected, details may be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

Recording

We may monitor and record calls made to or by Virgin Media for monitoring and training purposes to and improve the services we offer. 

Change of your details

You must let us know if you change your home address, email address or other contact details or if any information you have previously provided to us, including your direct debit payment details have changed by contacting our team on 1908.

Data Protection/Privacy

Please refer to Google's Privacy Policy and the Google Payments Privacy Policy for more information on how Google collects, uses and shares the information they receive from you.

 

Mobile Terms & Conditions

Mobile legal stuff

Mobile SIM Only price plans: A 30 day rolling contract on mobile applies. Virgin Mobile Plans include landline, mobile and non-geographic calls, texts and data within the Republic of Ireland. EU Roaming is also included. All out of bundle national, international, premium, non-geographic and non-EU Roaming calls and texts will be charged at our standard rates. Our 2GB Plan has a data limit of 2GB for use in ROI and in the EU. Up to four mobile subscriptions per account. Maximum of one promotion per mobile number. Click here for full terms and conditions.

 

Offers : 3 months free unlimited mobile available to Virgin Media Broadband or TV customers. 1 month Free unlimited mobile available to non-Virgin Media customers. €25 a month after offer. This offer will not be available during flash sales or other short term promotions.


Fair Usage Policy on unlimited plans: Monthly allowance of 10,000 minutes and 10,000 SMS within ROI and EU. A monthly Fair Usage Allowance of 40GB data, after which speeds will be limited. 11.7GB of this 40GB allowance can be used within the EU after which surcharges will apply. Surcharges will also apply if over a 4 month rolling period your roaming usage or presence within the EU exceeds your domestic usage or presence. Details of our rates can be found here.


Virgin Mobile Phone: If you purchase a mobile phone from Virgin Media, you must have an active Virgin Mobile plan for each phone. If you are an existing Virgin Mobile customer you may add a phone to your existing plan, the cost of your phone is on top of the price of your plan. Existing phone customers may upgrade their phone anytime once the balance of the existing phone has been paid off. Only one mobile phone purchase per transaction to a maximum of 4 per account. Click here for mobile phone terms and conditions.

 

Subject to application check, availability and contract.

 

Device Promotion: Purchase a Samsung Galaxy Note10+, Note10, S10+, S10, Apple iPhone Xr or iPhone 8 from Virgin Mobile and receive a pair of JBL True 120 earbuds as a free gift. Offer subject to application check, availability and contract.   In the event you wish to cancel your purchase within the statutory cooling off period, or exchange the handset for a different handset the free gift of JBL True 120 earbuds will also need to be returned with the handset, both items should be returned unopened, seals intact and with the original packaging. We reserve the right to charge for any repair or replacement cost if there is any damage to the returned items. There is no cash, credit or alternative, offer is not transferable. Offer available from 14.11.19 while stocks last.

 

Buy a Samsung Galaxy S10e from Virgin Mobile between December 4th and December 25th and claim cash back to the value of €110. This is a redemption offer and is being operated by Samsung. You must claim your free gift within 30 days of purchase and the following link https://www.samsung.com/ie/blue-cashback/ Full terms and Conditions of the promotion can be found here www.samsung.com/ie/blue-cashback/terms/  

 
 

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