Forum Discussion

holty88's avatar
holty88
Dialled in
8 days ago

Unable To Access Account Settings Or Service Status

Hi,

I recently signed up for Virgin Media broadband and activated it on Friday 31st October.

Account Settings

I registered for "My Virgin Media" and can log in, however, when I click on "Account settings" I'm repeatedly met with an error message that says "Oops, looks like something's wrong on our side. Please try again."

I've tried both the My Virgin Media app and that website and on multiple different browsers and devices and still get the same message.

Service Status

Also, when I click on "Check service status" I'm repeatedly met with an error message that says "We can't connect to the broadband kit in your home."

Again, I've tried the VM Connect app and the website and on multiple different browsers and devices and still get the same message. The error message on the VM Connect app says "We couldn't connect you to the server. Please try again in a moment."

Please can someone look into both of these issues for me? I've had no luck with anyone over chat or on the phone.

Thanks,

Mark

9 Replies

  • holty88's avatar
    holty88
    Dialled in
    2 days ago

    I wanted to keep this thread updated, as I’ve seen multiple similar threads but the trail seems to go cold when it goes to DM.

    The following happened via DM on Friday 14th and Saturday 15th:

    • I was asked “do you have any screenshots of this and have you tried multiple devices?”
    • I confirmed I had tried multiple devices and browsers and provided screenshots
    • I was asked “can you please try something for me and delete all saved pages, passwords history cache and cookies and login details from your laptop and search for Virgin Media login using the search browser Bing and then log in and see if that has any change or effect on accessing your online account.”
    • I replied with “I’ve tried that and I’m still getting the same error message. I do not believe this is a problem on my side, I believe it is on Virgin Media’s side. There are countless threads on the community with people facing the same issue but none ever have a solution posted! Can this be investigated by an IT or technical team?”
    • I was told “Thanks for clarifying this, it's a procedure that we are to ask customers before taking this to the next step. A you have given images and completed this we have passed it onto the team who are investigating this as you fall under the criteria they are looking for. The threads that are on the Forums do not always fall under the same issue as yourself once we bring them in for a private message.”
    • I asked “Any idea how long it might take for it to be looked into?”
    • iI was told “That is the only answer that I do not know, we know a number of customers are affected that fall into the criteria and is being worked on by IT and it is currently affecting new customers only. As soon as I get an update on this we will have instruction or guidance for the next steps and pop you a message back 🙂.”


    So I’m now in the hands of Virgin Media’s IT team with no time frame on a solution. I’ll keep this thread updated when I hear something back and hopefully I can share some information that may help others in the future.

    • Shkity's avatar
      Shkity
      Just joined
      5 hours ago

      Hi,

      Just wondering if you have heard anything back, i have exactly the same issue. 

      Thanks 

      • holty88's avatar
        holty88
        Dialled in
        5 hours ago

        Hi Shkity. I’m still waiting unfortunately, I’ve got no idea how long it’s going to take them to fix unfortunately. I’ll definitely be posting here once I’ve heard something though!

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      6 days ago

      Thanks for reaching back out to us holty88. have you been able to check to see if you can access the areas that you need to?

      • holty88's avatar
        holty88
        Dialled in
        6 days ago

        Hi Sabrina,

        I’m still not able to access what I originally described, hence the message this morning chasing it up.

        Please can someone look into this for me?

        Thanks,

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    8 days ago

    Hi holty88 

    Welcome to the Community Forums. 
    Sorry to hear of your concerns with accessing the account settings and Service Status page. 

    Are you using a VPN at all when trying to access these pages? 

    • holty88's avatar
      holty88
      Dialled in
      7 days ago

      Hi Carley,

      No, I'm not using a VPN,

      Thanks,