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.

 

Chat Live Now with one of our Care Agents by clicking 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 or by using one of our contact forms here.

How do I return my equipment to Virgin Media?

You can contact our collector directly on 01 4405310 or e-mail vmequipmentcollections@sierra.ie 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 in writing 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.

 

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.


Prices shown include a monthly Self-serve Discount of €3.50 for customers registered for My Virgin Media. All prices include VAT. Residential use only.

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 €152.47.

 

Freedom Broadband and Anytime World (30 Day Contract)

 

Freedom Broadband and Anytime World 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 World 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 €152.47.

 

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

 

Information correct at 07/2016

Special Offers

Free connection: Offer only applies to new customers who purchase their services online & self-install. If you choose not to self-install or self-install is not available at your address a €20 charge applies. Existing customers can avail of free connection if ordering or upgrading to our Horizon service, or ordering any broadband and home phone bundle. All Offers end January 3rd 2017. 

 

All of the offers listed below are available to new and existing customers ordering our services online and choosing self-install. The offer price applies for 4 months; normal monthly rate will apply thereafter. A 12 month contract applies to your when you subscribe to any offer. All Offers end January 3rd 2017.

 

€20 off for 4 months: This offer is only available to new and existing customers ordering a Broadband and mobile world pack.

 

€20 off for 4 months: This offer is only available to new and existing customers ordering our horizon TV service.

 

The offer listed below is available to new customers ordering our services online and choosing self-install. The offer price applies for 6 months; normal monthly rate will apply thereafter. A 12 month contract applies when you subscribe to any offer. All Offers end January 3rd 2017.

 

€50 off for 6 months: This offer is only to new customers taking a TV, Broadband and home phone pack.

 

All Offers end January 3rd 2017.

 

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

 

Information correct 28/09/2016

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 Horizon 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

 

Horizon Go is subject to device registration on a maximum of 2 devices in addition to your set top box. Horizon Go service includes 66 channels available to watch Out of Home over 3G, 4G and public W-Fi networks. Horizon Go requires your device to have iOS6 or above for apple products & OS.4.0.3 or above for Android, & is available to Virgin Media Ireland customers with Virgin Media Ireland TV.

 

Information correct at 03/2016.

 

Virgin Media Broadband

Ireland’s ultra fast broadband:
Offering speeds of 360Mb expected average speed during peak times of at least 300Mb 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.
Horizon Wi-Free: When you sign up for Virgin Media’s Broadband service your modem will automatically offer a second signal for Horizon 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 Horizon Wi-Free service nor will you be able to connect to other Horizon 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 Horizon Wi-Free service. All Virgin Media Broadband customers can connect to Horizon Wi-Free. Horizon Wi-Free will give you speeds of 2.5Mb download & 0.5Mb upload. Up to 3 members of a Virgin Media household can connect to Horizon Wi-Free at a time. 5 Virgin Media  customers can connect to a single modem at a time. The Horizon 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 240Mb product 180Mb 

      - On our 360Mb product 300 Mb.

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.

Information correct at 04/2016.  

Virgin Media Home Phone

Virgin Media Phone App: By installing & using Virgin Media Phone App you agree to use this service in accordance with Virgin Media Phone App Terms of Service, which can be found by clicking here; our Privacy Policy & our General Terms & Conditions & you acknowledge that you have read & accept these policies.


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.

Anytime mobile (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.

Mobile World: 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 Anytime Mobile, Freetime Mobile and Mobile World 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 01/2016.
 

Equipment

A €60 connection fee applies for each TV set top box & for each Broadband or Home Phone service ordered unless you qualify for free connection. This will appear as an ‘equipment activation fee’ on your bill. A €60 connection fee applies for each Digital+ box & a €90 connection fee for each Digital+ HD box used for multiroom viewing. Equipment remains the property of Virgin Media Ireland so there is no charge for service technician visits when the fault is related to our network or equipment.

Information correct at 01/2016.

 

Mobile Terms & Conditions

General

Customer price plans and offer available to Virgin Media broadband or TV customers, subject to a limit of two mobile subscriptions per account. Only customers who take our Unlimited mobile Plans and who subscribe to our broadband or TV services will be able to avail of any applicable Mobile promotional offer. A 30 day rolling contract on mobile applies. Plans includes national landline and mobile calls, text messages and data within the Republic of Ireland. Offer closes 09/01/2017. 

 


Fair Usage Policy on unlimited plans: Monthly allowance of 10,000 national (landline and mobile) minutes, 10,000 national SMS, and 30GB of national data, within the Republic of Ireland. All other calls, SMS or data usage for international, premium, nongeographic numbers and roaming will be charged at our standard rates, details of which can be found here. Where your usage exceeds our Fair Usage Policy, these rates shall also apply.

 

Click here for handset terms and conditions


Click here for full terms and conditions

 

 

 

 

 
 

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