Forum Discussion

weesteev's avatar
weesteev
Dialled in
2 years ago

Online Chat not working?

I have been trying to use the online chat feature today and it will not open on various browsers (Chrome, Edge and Firefox) on either Windows PC or Android phone. Is there a problem with the service today?

12 Replies

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  • weesteev's avatar
    weesteev
    Dialled in
    2 years ago

    Both options through MYVM and the help section not working here.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 years ago

      Hi again weesteev 

      Sorry to see neither are working for you. I've just tried again and both links were working for me using Chrome, Edge, Firefox and Brave browsers on my PC.

      Have you tried clearing the cache/cookies, or using an incognito window?

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey weesteev,

      Welcome back to the Community Forums and thanks for the post.

      Sorry to hear you were having this issue, if you would like to explain what your issue is I would be happy to look into this for you.

      Cheers. Joe 

  • weesteev's avatar
    weesteev
    Dialled in
    2 years ago

    I had a brain wave that my Adguard server may be blocking access but ive checked the logs and theres nothign there. I have deactivated it in the meantime and gone back to the Google DNS and its made no difference. Have also cleared cache and tried incognito, nothing. The button is there but when you click it nothing happens. As well as Windows, its also happening on my MacBook Pro with Chrome. To rule out my home connection, Ive tried it on my O2 mobile connection as well and its the same result on the mobile network. Im at a loss now. I just wanted to change my tV package and order a new TV remote, had to phone in last night and got it sorted, but it would have been nice to do it via the webchat instead of waiting on the phone.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello weesteev.

      Thanks for the explanation.

      We will make sure this gets fed back to the correct department.

      Glad to hear you have managed to get the upgrade resolved.

      Can you please let us know if you do have any more issues.

      Gareth_L

  • grantandersonuk's avatar
    grantandersonuk
    On our wavelength
    2 years ago

    I am having the same problem. when I open Virgin media Chat Live on Edge or Google I find I cannot type in the box in reply to the questions asked! 

    • Travis_M's avatar
      Travis_M
      Forum Team (Retired)
      2 years ago

      Hi grantandersonuk 

       

      Thanks for your post and sorry to hear about the issue with online chat.

       

      Have you tried an alternative device? May I ask what it was you were contacting our team around also?

       

      Regards

      • grantandersonuk's avatar
        grantandersonuk
        On our wavelength
        2 years ago

        It was to cancel my Disney+ subscription but I gave up and phoned the help desk who sorted it for me.

  • NorthantsPete's avatar
    NorthantsPete
    On our wavelength
    2 years ago

    still a problem only the leaving one works

    I click it nothign happens i click call us and it pops up so its not fixed. All browsers even a different OS

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hi NothantsPete, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue with getting in touch via the webchat. This is only available for certain queries and once queues get high, it would close to ensure we can help those already in the queue waiting. 

      Can you expand on the reason you're trying to get in touch? There may be something we can assist you with instead. 

      Thanks,