Forum Discussion

Blossombell's avatar
Blossombell
Just joined
7 hours ago

Sign in page not working.

Hi,  long term customer here.  Just moved home and had my services transferred.  However major issue with the price being correct.

Trying to access my virgin media app and the website to keep an eye on things and cannot get to put details in.

I click on sign in and then get a white screen, with the header, profile button top right and menu button top left.

I have reinstalled app, cleared cache, used different browser, cleared cache.  Rang tech and they said I could say I was working from home and add rescue my device, at a cost.  I declined.  They gad no other advise after that.

Any ideas please?  My bill has jumped from £87 to £178 after my move, so you can appreciate it need to be able to see updates etc.  I have 3 different departs now trying to resolve my bill issue.

 

 

5 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 hours ago

    Were you supplied with a hub 5X? If so this would explain the "upgraded area" which is XGS-PON and I don't think VM's systems are ready yet for migration of customers to this.

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    6 hours ago

    Blossombell​  The first bill at your new property will be roughly twice the normal amount as the system works on billing a month in advance.  However, if you have been through the move and transfer process to switch the existing contract to the new address then the amount taken by DD for first bill will be adjusted by the advance payment carried forward from the old account so you should end up paying the correct amount.

    I went through this process three months ago and it all fell into place ok.

    If you didn't ask for a 'move and transfer' then you will need to wait for a member of the VM Forum Team to respond here.  They should be able to apply the correct process to get you log in details from the old account transferred to the new account.

    • Blossombell's avatar
      Blossombell
      Just joined
      4 hours ago

      Hi thanks for the info.  I know all of what you've said.  Apparently because I've moved to an upgraded area all the discounts I had don't apply.  So the actual monthly package is £178 it's not just the first bill.

      I was told it could all be transferred like for like but apparently not.  I'm now waiting for 2 different people to call me back regarding this.  One is a day late and the other well.

      I already have sign in details for the new contract but can't even get to the point where it will let  my put them in.  Like I say blank white screen.

       

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        16 minutes ago

        Hi Blossombell 

        Thanks for posting and welcome to the community. It should indeed be like for like if still time left on existing deal, so let me send you a PM and I'll check this.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 hours ago

    Your monthly bill should not be a penny more than you were paying before the move. 

    You get a new contract for the new address, but only for the remaining period of the old contract.

    There should be no increase until the old contract has expired, in which case you can negotiate a new price for a new contract. 

    If you have accepted a new contract you can cancel it within 14 days without payment. If you haven't accepted a new contract you are not bound by it anyway and you can give 30 days notice to leave.