I joined Virgin with broadband and a tv package nearly 2 weeks ago.
I installed the app and a link to manage my online on my laptop.
Whilst I can see basic details, I can't manage my tv package. Every time I try, I get taken to the smiley-face and 'Looking for an upgrade?' chat with us now screen.
I've tried getting help vie chat support - but without success...
It's very frustrating.
Forum TeamHi Daynig
Welcome to the Community Forums.
Sorry to hear you've not been able to manage your TV package through your online.
If you've a stream package, then this should be managed through your package. Once you've signed onto your online account, go to; My Package > Stream Selection > Manage my Steam.
This should take you to a page that shows your stream plan.
Let us know if you're getting errors when following the steps above and where the steps failed, and we can investigate further.
Hi Carley and thanks.
There's no 'error'
When I log into my account, via either of 2 browsers, Chrome or Edge, I see boxes with options - My latest bill (estimate since I haven't had one yet), Service status, Your package and account settings. Further down, there's 'you might also like' and a few more options.
When I select the 'Your package' option, I get a lot more boxes - including Broadband, Mega TV (the package I signed up for), Landline, Mobile, Volt (not active) and My Flex Plan (which I DO have).
When I select the Manage button under My Flex Plan, I get the page saying 'Looking for an upgrade' (with the smiley face) and the 'Chat to us now' button - which does nothing.
So I then try the App, which presents similar options - all of which present me with only that 'Looking for an upgrade?' page!
Nowhere do I get the option to see the components of the package I have, let alone make any changes. I know that this isn't right as every where I read, I should be able to manage my package by adding and removing options myself.
Something isn't working.
I HAVE deleted my cache and cookies on both browsers - and it makes zero difference.
Please help!
Nigel
Forum TeamWe understand the frustration, Nigel. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.
I've been told that it's a known issue and that it's being investigated by support and development.
So far no news on a resolution.
I won't hold my breath...
If/when I DO get a fix, I'll post that here.
Still no news of a solution... * sigh *
Forum TeamHi Daynig,
We're sorry to hear this is continuing. Please pop back to Robert via private message so he can chase for an update on this for you.
Many thanks,
And still no fix.
I've just had my first bill, so I'm definitely 'in the system'. What's the problem please guys?
There are some possible changes I'd like to make to my package and I don't want to have to spend time sorting it out with support via chat. This isn't rocket science!
Forum TeamHello, Daynig, thank you for reaching out and we are sorry to hear you are struggling to change your package.
What errors are you getting, what are you looking to change?
Does it let you login fine?
Hi Matthew.
If you look at my original post, you can see exactly what the problem is. No errors, I can log in fine, just a total inability to configure/change my package through my account online or via the app.
