Forum Discussion

Saf3's avatar
Saf3
Tuning in
4 months ago

Service not available - Virgin TV Go App

Where do I start regarding the poor customer service being received when in need of support. I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”

I have been calling the support team for weeks, being promised call backs, having to explain the issue time and time again. Deleted the app, reinstalled, changed passwords, tried on different devices and on different browsers to no avail. I have been put through to 2nd line teams in India who don’t seem to care and advise that someone would call me back in 2 days (which never happens) or it’s a known issue impacting everyone when my neighbour can access the service fine. I have asked for a reference number which you would think is a simple request but been told they can’t provide a reference and when I call again….nothing has been recorded on the system.

I am really disappointed with this level of service.

Anyone out there had this issue and managed to get it resolved?

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Saf3 wrote:

    I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”


    Since you moved property and were given a new account number, have you signed into My Virgin Media? If so is that showing your current address, or you previous address?

     

    • Saf3's avatar
      Saf3
      Tuning in

      Hey, thanks for responding. All services are pointing to the new address. I can log into my virgin media app fine to view bills etc. 

      Issue is only with the my tv app

      • Saf3's avatar
        Saf3
        Tuning in

        And yes was given a new account number 

  • hardboiled's avatar
    hardboiled
    On our wavelength

    Same thing is happening to me now.... I'm tired of the things going wrong or not follwoing common sense rules. 

    • Saf3's avatar
      Saf3
      Tuning in

      Sorry to hear this, but don’t expect it to be resolved as it seems the support team at Virgin don’t have a clue. Promised phone calls never happen, to say I am disappointed is an understatement. Paying for a service which I don’t receive…how is this acceptable!