Forum Discussion

davidsLondon's avatar
davidsLondon
Tuning in
17 days ago

Virgin Media App is Broken

I’ve been a Virgin broadband customer for 6 months, and yet STILL I cannot register for My Virgin Media.  Always the error message -‘Oops we’ve ran into a problem’. 

I have already tried in the app and on numerous other web browsers, used incognito mode, cleaered cookies etc

The agents cannot help me, they cannot verify my account because their systems are broken (they need me to login to MyVirgin Media app in order to pass the identity questions) - idiotic.

I have had multiple calls and nothing happens.

It appears impossible to speak to someone online about this without logging in to my Virgin media (rather ironic)

I need an agent to contact me who is not incompetent. 

Any ideas?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    17 days ago

    It can take a day or two for a VM Mod to pick this up.  The main contact points for VM are  📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia 

  • davidsLondon's avatar
    davidsLondon
    Tuning in
    17 days ago

    I've been on the phone with agents - it's the most frustrating business dealing with Virgin.  Literally the worst company in the world for customer service.  I must have made more than 50 calls over the last 100 days trying to get a straight answer to my installation.   I have multpile confirmations of visits, no-one came.  Finally, after 3 months of no service, they started to come every few days to install even though I already had my internet.    Even today I had a call saying an installer was coming tomorrow.  CraZy company. 

    • Carley_S's avatar
      Carley_S
      Forum Team
      16 days ago

      Hi davidsLondon 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with registering an online account with us and with your installation journey. 

      Just to confirm, you mention that that you had 3 months of no service but then state you already had your internet. Have you now been successfully installed, and have your services been working as they should? 

      • davidsLondon's avatar
        davidsLondon
        Tuning in
        12 days ago

        I have internet now, but it does not work well.  I cannot pass the identity test when calling a phone agent because one of the security questions asks when my next bill is due. However, I am in credit with you, so no bill is due.  The agent told me I would never be able to pass the security test when the account was in credit and that I should call back in a few months.  

        Meanwhile, the My Virgin Media app will not allow me to register.  (The page times out every time).  

        Meanwhile, the internet is spotty at best.  And with no ability to speak with an agent, I cannot even get a booster/extender.


        The system is completely broken.

        David