Hi, I’m a new customer. I’ve downloaded two apps: My Virgin Media and VM Connect. When I sign into these apps for the first time, they direct me to the VM website. I entered my email and pw and it said a verification was sent. However it didn’t came. I tried a number of times and checked junk folders, nothing. I’m just stuck at the log in.
Has anyone experieced the same? If VM agents are here, could you please help?
FYI, I’m using Gmail.
Hi Daniel,
I spoke to the CS for other more urgent issues (such as activation failure and engineer booking). Since it took more than two hours and three agents in ‘attempting’ to resolve those issues, I didn’t get to bring up the verification email problem. None of these issues have been resoloved. Agent 1 said an engineer visit booked (for free because the problem is with VM) and would send me a booking confirmation email, which didn’t came. Connected to Agent 2, who disconnected abrubtly, saying refer to the account. Called Agent 3, he said booking was being processed, but I still have’t received any update, my account shows no booking made (can access it on my laptop).
The installation was supposed to be completed on 4 August, the self-installation kit delivered on 6 Aug (and activation failed), engineer is supposed to visit on 9 Aug, but seems like no booking is made.
I probably spoke to approx 10 agents to address all these issues without success and many of them just disappear, didn’t act on agreed actions (like scheduling a delivery and booking an engineer visit), or didn’t follow up (one didn’t call back at a promised time, two didn’t send me the promised emails) - I cannot believe the consistency.
I’ve had enough experience of VM to confidently decide not to proceed further - technical problems are okay, but it doesn’t seem to have a reliable channel to communicate and address them. This is a red flag when even simple things like login is a mission. Account registration was a problem (agents couldn’t resolve it or explain why I coudln’t register but time solved it) before I ran into the verification email issue on my phone. Problem after problem.
Frustratingly, I must contact VM again to arrange a cancellation and kit return. More frustrating is I’m likely to have to make more than one contact because they never act on the first request. I should never considered contracting with VM. The time wasted in the past 10 days amounts to approx 12 hours or more (oh wasted more time writing this) and I’m totally exhausted. Goodbye.
Forum TeamThanks for coming back to the thread.
We're really sorry you feel this way and are wanting to cancel the account/leave the service.
If there is anything further we can assist with (other than process a cancellation, as we don't do this via the Community Forums), please let us know.
Forum TeamHi vmcommunityid 👋 Thank you for your post and welcome to the Virgin Media Community 🙂
We're sorry to hear about the issue you've been having 😔
I can see you've spoken to the team since you posted. Are you any further forward with this?
Please pop back to us at your earliest convenience.
Regards,
Daniel
