Do we know if this is still an on going issue? Ever since the app updated itself back in Nov 2916 I have been having this error. numerous uninstalls/reinstalls phone resets have failed to rectify the problem while the app on the wife's phone has no problems.
I'm sorry to hear you are having difficulties with the My Account app.
Please confirm if your phone shows a mobile data connection when you go to use it. Depending on your package and the strength of your mobile data connection, this can show as 3G, H, H+ or a 4G symbol at the top of your phone's screen. Please try this with mobile data switched on and your WiFi connection off.
If you are still having an issue with this, please send a private message to me with your name and mobile number, so that I can look into this further for you.
To PM me, simply:
Click on my forum name on the left of this post.
Go to my profile.
On the right had side, select the 'send me a message' option.
Once you've popped those details to me I'll be back in touch to confirm I've received your PM.
Virgin Media Forum Team
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Thank you for sending the requested details via PM. Checking your account, I'm not seeing any issues that would cause an issue with the app. Having two numbers shouldn't cause a problem with the My Account app.