I'm having problems with the TV signal, as it seems are people across the country. I can't login on the web site or using MyVirginMedia app (says the service is unavailable) and when I phoned it says it can't find my account or my phone number. How are customers meant to find out what's going on?
As long as you can remember your memorable word you can speak to a human quite easily - when the bot asks you what you want in a few words just say 'need an agent' or similar (they didn't understand the word 'human' in my case though) - this seems to come after that stuff about phones changing over.
I eventually spoke to a human last night but not sure how helpful they were in my case as they disputed my bill that I had in front of me as they said it should have a due date but in my case it had the due date as 'NOW'. After 3 phone calls I gave up but you might find someone who may help.
Signing in I went through similar to you though re the app etc and it took a few goes - it was as if it was 'learning' as I went, or felt like it
