Covid-19
Keeping You Connected through the Crisis.
As always at Virgin Media, we remain committed to providing connections that matter to people, business and public services. This is a challenging time for all of us. Our first priority is our people and our customers, so we have taken every necessary precaution to protect you by strictly following the advice of health authorities.
We are doing all we can to maintain a high standard of Customer Care, as well as ensuring network stability and continued connectivity, so you can stay in touch with friends and family, meet business commitments, work from home and access virtual learning for your children.
We will continue to deliver Ireland’s fastest broadband network which has consistently achieved 99.9% reliability scores. At times like this it’s even more important to have our own fully owned network and we have made significant investment in it to improve capacity. Our network teams are fully prepared for increased usage and the network has the ability to handle spikes in usage patterns at any time of the day.
To help those most in need during this challenging time, we are prioritising those customers who are without service. We’re here for you when you need it. You can easily access support, manage your account through My Virgin Media and get in touch if you need to. Also, we've put together some helpful information to answer some frequently asked questions you might have
In times of uncertainty, staying connected to loved ones and keeping the family entertained are more important than ever. Below you will find a few ways that we’re making this even more accessible for you.
We're supporting
Supporting
The Front Line
Virgin Media is supporting the front line of central government, hospitals, the health sector and the army to upgrade and supply new connectivity solutions to help make their activity as efficient as possible.
Through Virgin Media Television, our dedicated reporting and editorial teams are bringing trusted news and current affairs to audiences across Ireland every day. We have also increased our programming in line with our public service broadcasting role so that all communities are receiving essential updates from our Government and Public Health Experts.
Supporting
Business
We’re continuing to support our customers – large and small – however we can to stay connected and productive. We’ve rolled out a range of solutions to help set up home working as securely and quickly as possible, and will be rolling out new flexible and fast ways for businesses to get connected. Now more than ever, we play an essential role in helping our customers to continue trading under challenging conditions, and their people collaborating securely and effectively. Our support teams are in place to help, and are constantly keeping an eye on our network and its performance.
Through our Backing Business initiative we are supporting Irish SME’s to showcase their inspiring stories and promote their business across our TV platforms, and will continue our support throughout 2021. See more here.
Supporting you
Supporting you
We’re open for business:
If you’re an existing customer who wants to add a service or a brand new customer, you can simply order online and we will deliver direct to your door, with convenient delivery slots. As an essential retailer, our stores remain open under the level 5 guidelines in the Framework for COVID-19. So you can pop in and buy a mobile phone, SIM or broadband bundle and get set up right away. Find out more here.
Supporting you
Safe Installation:
If you’re adding a Broadband or TV pack, we offer easy self-install with no need for a technician visit. Where a tech Install is required we will minimize time spent in your home taking recommended safety precautions and using social distancing when guiding you through the process.
Supporting you
Mobile
To keep you connected online with your mobile while you’re staying home, we’ve made data allowances unlimited on all Virgin Mobile plans until July 18th 2021, so you can use as much data as you need to. Your EU Roaming Data Fair Usage Policy will not be affected.
You can get up to 4 SIMs per account, and we have all the latest smartphones that can be delivered to the safety of your home the next working day, when you order by 6pm.
#ConnectionsThatMatter
Keeping you entertained
On Demand & Catch-up
Enjoy hundreds of movies and TV shows at the touch of a button. Watch or rent whatever you want, when you want it. Access all your favourite TV Players including Virgin Media Player, RTE, and TG4, brilliant box sets including the best in crime, drama, comedy and catch-up TV with all your favourite series and kids shows.
Virgin Media Television
As well as playing a role in keeping the nation connected, informed and updated during these critical times, we are working on our scheduling to give you access to even more great content, with critically acclaimed home grown drama and documentaries and exciting new kids content.
TV Anywhere app
Our TV anywhere app brings you all our best TV, box-sets and kids content in one great app. Family time is precious, but so is you-time! Let the kids take over the sitting room while you find a quiet corner for your favourite crime drama.
So for the length of time we’re all at home you’ll also have unlimited access to Virgin Media Television and Boxsets through the app. That means you’ve got 100’s of hours of Kids shows and loads of boxsets at your fingertips for all the family to enjoy on as many devices as you like.
FAQs
Service Interruptions
For all service interruptions message us or call us on 1908. To help those most in need during this challenging time, we will be prioritising those customers who are without service. We will have some screening questions for you to answer before our engineer will go into your home. It is essential that you are able to answer these questions.
When in your home our engineers will be wearing protective equipment, and will wipe down anything they come into contact with , they will also be adhering to social distancing guidelines.
Billing
If you already have an online account, you can make a payment on your bill through this, if not you will just need to register here.
If you are worried about meeting your repayments with us, please message us or call us on 1908 and we will help find a resolution together. We also have a 24-hour automated telephone service (1908), where you can pay your bill, check your latest account and billing details and make a payment.
Business Customers
We understand this is an extraordinary challenging and uncertain time for business owners. If you are worried about meeting your repayments with us, please message us or call us on 1908 and we will help find a resolution together.
Following the advice of health authorities that companies try to facilitate home working where possible we are waiving the minimum 24 month contract on our homeworker product, get in touch on 1800 941 941 to sign up to this.
During this crisis we are all adapting to new ways of staying in touch and helping our customers, we would like to reassure you that we will do everything in our power to help resolve your query during these challenging times.
What’s my network status?
Visit our Service Status page to check your broadband, TV or home phone network status.
Some helpful guides for your Broadband service
If you’re having trouble connecting to the internet there may be a number of reasons. Head to our step-by-step guides for improving your WiFi, or for slow connections to point you in the right direction. They are packed with loads of hints and tips to help you get the best connection.
Protecting our network
We know how important our network is to everybody right now. We want to reassure you that our network can withstand any increased usage, including peaks throughout the day, in the evenings and at weekends. As usage rises, our existing capacity will be able to take it – but we’ll have a close eye on things and make changes if we need to.
Deliveries
Our delivery partners will be changing the way they make deliveries in that they won’t ask you to sign when accepting their order. Drivers will ring or knock on your door and place the parcel on your doorstep, then move away to a safe distance. When you answer the door, the driver will explain that they’re making a delivery and will ask the customer for confirmation of their surname. The driver will then sign for you with CV19 in the signature.
For deliveries requiring PIN validation, the driver will ask you for the delivery PIN and the driver will enter the PIN into his handheld device.
If you no longer want to accept your order, the driver will follow the standard refused process and return the parcel to us.
Why are Virgin Media crews still on the street?
The Government has been clear that our services are considered an essential service. We are doing all we can to ensure network stability and continued connectivity, so you can stay in touch with friends and family, meet business commitments, work from home and access virtual learning for your children.
How we're keeping our customers safe
The health and wellbeing of our people and customers is our main priority, so we’re following Government and HSE advice. Our key workers will only enter your home to do essential work, and will always stick to social distancing guidelines when inside.
- We’re checking with our technicians to confirm they don’t have flu-like symptoms, aren’t self-isolating, and haven’t been to high-risk areas. If they answer yes, they won’t visit your home.
- Before a scheduled technician install or service visit, we will have some screening questions for you before we schedule the visit.
- We will also text customers to ask if anyone living at their property has been asked to self-isolate or has flu-like symptoms. If customers respond with “yes”, then we will contact you to reschedule the visit and check if we can resolve the issue for you without entering the property.
- On the day of a technician visit, customers will receive a call around 30 minutes before the technician is due to arrive, we will again ask some screening questions as an added precaution.
- If a customer responds with “yes”, the same process as above will be followed.
- Where possible, we can send you a self-install pack which means there’s no need for someone to visit your home. This service is available at no extra cost.
- We had hygiene measures for engineers in place before the coronavirus pandemic and we continue to adhere strictly to these, including anti-bacterial hand wipes and latex gloves as standard kit.
- Technicians will wear a protective face covering and will require customers to do likewise, and ensure the area is well ventilated.
