Forum Discussion

peterrm's avatar
peterrm
Joining in
11 days ago

Help with My Account website

I'm trying to sort out the mess that is my mother's Virgin account - especially as it appears they have been treating TNT as an add on to her Maxit package for months without actually telling her - but every time I try to change the package, the website redirects me to the Price Increase screen

No matter what I do, what browser I use or what page I come from on from the "My Account" section, the screen returns to the Price Increase screen

Can someone at Virgin possibly sort out the website as at the moment it's totally unusable !!!

 

 

 

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customer support
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  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    11 days ago

    Hey peterrm, thank you for reaching out and I am sorry to hear about TNT issue.

    We do need to speak to the account holder to remove anything from the account, I would advise giving us a call when you are with her on 0345 454 1111

  • peterrm's avatar
    peterrm
    Joining in
    9 days ago

    Is there any update on this? It's still happening. When I log in to My Virgin via the website, no matter what I do, every time I try to view package options or update/change package, it takes me straight back to the Price Increase screen

    Can someone please get the website fixed ??! It's completely unusable.

    • Beth_G's avatar
      Beth_G
      Forum Team
      9 days ago

      Hi peterrm

      We're not aware of this particular issue affecting other customers, would it please be possible to send us over some screenshots or a video of what's happening so we can try and replicate this on our side? Of course, please blur or remove any personal details which may show.

      Thanks

  • peterrm's avatar
    peterrm
    Joining in
    9 days ago

    It briefly displays the page

    "https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers"

    correctly - detailing what's available etc. However after about 3 seconds it gets redirected to 

    "https://www.virginmedia.com/support/help/how-to/price-rise"

    We are currently out of contract if that has any impact on it.....

    • Beth_G's avatar
      Beth_G
      Forum Team
      9 days ago

      Hi peterrm

      We see, that is strange. 

      Have you tried using a different browser at all, or clearing your cache and cookies to see if that helps?

      When you go back to the original page, are you then directed a second time?

      • peterrm's avatar
        peterrm
        Joining in
        9 days ago

        Yes. Tried Edge and Chrome across 2 machines and cleared cache. Nothing.