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YellowMagic65's avatar
YellowMagic65
Tuning in
3 months ago

Cannot Use Bank Verification Window when Paying

Hello,

I am unable to use your bank verification window when paying my bill. The window where you click that you have given your bank authority to take payment is not usable. Either the window is totally blank with no text or buttons or (most widespread for me) The window is not big enough and the button to click after authorizing is below the bottom of the window and so cannot be clicked. 

I have experienced this in all browsers (chrome, firefox and brave) but also, you're in-app method is not usable either for the same reason. I have to keep paying via the phone and this is such a pain and more time consuming.

 

Can you PLEASE get your team to fix this issue. I have seen this issue from other users that are months old and still this isn't fixed. I couldn't even add to the discussion because the post was too old (5 months).

Pretty fed up about this. Someone at VM replied to these other posts and they said it would be addressed but it's still the same. Nothing has changed. Why is it so hard to fix this damn problem?

Thanks,

Chris (Peterborough)

11 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi YellowMagic65 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with the window placement when making a payment online. 

    It's not an issue that we're aware of affecting other customers. Does using another device at all show the window within the display? If you're unable to try this, does changing your display on the devices to a smaller ratio resolve this at all? 

    Are you using any split-screen settings on the device, or left any split-screen settings still enabled on the device? 

  • YellowMagic65's avatar
    YellowMagic65
    Tuning in
    3 months ago

    How can you say it's not an issue you're aware of. Didn't I just say someone else reported this 5 months ago and nothing was done. 

    Here is the link...

    community.virginmedia.com/discussions/ManageAccountCable/making-online-payments/5570453

    How can you have a payment function and it's not even usable. Even this person in the link above has used other browsers like me and still it doesn't function correctly.

    Fine, if you don't want to help then fair enough. I will continue to pay over the phone. I am just sending you feedback about it. 

    Ciao

     

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 months ago

      Thank you for flagging this to us. Just to confirm, is this an issue you are getting on a desktop/tablet device/ phone? Are you able to share a screenshot of this so we can forward it to the relevant team (while omitting any personal details).

      Thanks,

  • Patricia1946's avatar
    Patricia1946
    Tuning in
    3 months ago

    Yes I also have this issue when I click pay now the box to get the verification code is not working tryed PC and phone different  browsers  it's still the same cannot pay the bill .

  • asim18's avatar
    asim18
    Rising star
    3 months ago

    Does it work when you zoom in or out? Similar thread from couple weeks ago where zooming allowed him to see the form. Try pressing CTRL and + or -

    https://community.virginmedia.com/discussions/ManageAccountCable/payment-card-authorisation-tech-issues/5610958/replies/5611023

    I believe the web developer has developed the page for his own screen resolution and has forgotten to test the web page on different browser-resolution combinations. Amateur mistake 😂 hahaha, possibly due to an unqualified developer, maybe?

  • YellowMagic65's avatar
    YellowMagic65
    Tuning in
    3 months ago

    I am getting this issue in Google Chrome, Firefox and Brave browsers and your VM app as well.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 months ago

      YellowMagic65 This is certainly not ideal. Do you have a screenshot of the issue (while omitting personal details) so we can forward this to the relevant team?

  • Patricia1946's avatar
    Patricia1946
    Tuning in
    3 months ago

    Just checked again the  verification box is  zoomed all the way in and cannot scroll to the bottom of page to  get the code I'm on phone but same on PC .

  • Patricia1946's avatar
    Patricia1946
    Tuning in
    3 months ago

    finally had to zoom in 500% on PC to get the send code option hope this helps you  @yellowmagic64.

    Thanks asim18 for your help

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      3 months ago

      Thanks for coming back to us YellowMagic65, if we're asking numerous questions it would be so that we can get all of the facts correct before passing this over to our support team. We're sorry if you find this tedious but we do need to make sure that we have all of the information correct and not have to keep coming back when we're asked further questions by our support team. It's not ideal but would you be able to try the suggestion that Patricia1946 made and we'll also pass this feedback onto the concerned teams to get the issues investigated.

      Kind Regards,

      Steven_L

  • YellowMagic65's avatar
    YellowMagic65
    Tuning in
    3 months ago

    I don't have a screen grab. That would mean going through the payment process again and ive already paid. I'm not the only one with this issue, can't you see? this should of been looked into when it was reported 5 months ago. I hate ringing to pay. The whole process is too much waffle and wind. I prefer to pay online but your website and app are broken.  I told you the issue as has others. You certainly make feedback/issue reporting very tedious.