Virgin Media Ireland Code of Conduct for Customer Complaints

Version 2.2, May 2017.

Making a query or complaint

We want all our customers to be satisfied. If you have a complaint, you can contact us in any of the following ways:

By email: support@virginwifi.ie

Note that email is our preferred way of receiving complaints and feedback.

By phone:
1850 248 289

By letter to:
Customer Services Manager
Virgin Media Ireland Limited
Macken House
39/40 Mayor Street Upper
Dublin 1
D01 C9W8
Ireland

We aim to acknowledge any complaints within 2 working days.

Escalation procedure

You complaint will initially be handled and evaluated by a customer services representative (CSR). If the CSR cannot resolve your problem promptly (usually within 5 working days), it will be escalated to the Customer Services Manager. If the manager is unable to resolve your complaint within a further 3 working days, it will be escalated to the Operations Director.
Refund policy
Virgin Media Ireland will issue refunds for unused service time where service was not provided due to a failure of the Virgin Media Ireland network, or where a charge was issued in error.

Customers will be issued with a refund where

• Customer was unable to use the Virgin Media Ireland service due to a consistent failure of the Virgin Media Ireland network; or

• A charge has been issued in error

The customer must logged the issue according to the procedure above and request a refund. In order to obtain a refund, the following process will be followed:

• The request will be evaluated by the CSR, who will investigate any concomitant service and technical issues (i.e. was the customer able to use the service, and if not why not).

• If the fault is rectifiable, the customer may be offered a service credit in lieu of a refund, but may decline this offer.

• The CSR will escalate the refund request to the customer services manager.

• The refund request will be processed by the Customer Services Manager and approved by the Operations Director

Amount and method of refunds

Where the refund is due to a service failure, a refund will be made for the pro-rata unused portion of the service purchased. A customer who is unable to use the service at all due to a failure of the Virgin Media Ireland network will be issued a refund in full for the period in question.

Where the refund is due to an erroneous charge, a full refund will be issued.

A refund will normally be made as a credit to the customer's account, or, at the request of the customer, the refund can be made in the same manner as payment was originally made.

Other

In the case where the fault is due to the customer's equipment rather than the Virgin Media Ireland network, a refund will only be made at the sole discretion of Virgin Media Ireland.

The target time for a refund to be issued is 30 days from the fault being logged.