Hi, It is now 3 weeks since I first reported the app not working via telephone, web chat, contact us form and several times on here too. However, I have still not received a fix or an update on the issue. Any help appreciated.
Forum TeamHi Fox_35
Welcome to the community forums
Sorry to hear you're having issues with your TVGO access. I've not been able to find any of your previous conversations you mentioned regarding this on the profile used on this thread. However after investigation, we've found another profile that you've created previously and can see you're already getting support on this through private message with one of my colleagues. Do you still have access to this profile?
Either way, I would say that you please reach back out to my colleague over that private message and they'll be able to assist you further with any updates. Creating another profile would not get any quicker or different results, in fact, if we hadn't found your other profile, you would've started again from scratch here with questioning and investigation. We kindly ask member not to create multiple threads on the same issue so we can support clearly within one space, this also helps other members should they also have similar questions or concerns find the answers they need.
No I have not heard from Ash or anyone from Virgin Media since last week!
I created other threads because I am constantly ignored now for over 3 weeks!
Forum TeamHey Fox_35, thank you for reaching out and I am sorry to hear this.
If you are in PM with my colleague Ash, she will reach back out it is not an instant reply on here.
I would advise sending her another message.
So it is now approaching 4 weeks since I first reported a login "Oops something's gone wrong…" issue whilst trying to use the TV GO app. I was originally promised a fix within 5 days during a telephone consultation, then promised callbacks and help from here, but still nothing. I am blatantly ignored!
@Steven_L Thank you for coming back to me with an update at least. Appreciated.
Still nothing. 4 weeks now.
Forum TeamHi Fox_35,
Thanks for coming back to us on this one. Having 2 running threads under different usernames means there is a duplication in work resulting in delays coming back to you. Please choose which username you would like to proceed with.
As you've been in a private message with Ash, please go back to her to let her know you're continuing to have the same issue and she can then raise this further for you. It does sound as though we're waiting on an update from the team and whilst you may feel like you're being ignored, this is not the case. It can sometimes take a while for the team to resolve certain faults.
Apologies once again for the in convenience.
Thanks,
Coming up to 5 weeks now!... YES FIVE WEEKS!!!!!!!
Still no fix or promised callback from Virgin.
Fed up speaking and messaging different people giving the same information, name account number etc for nothing!
No one has the decency to investigate or call me back after being promised a fix and/or a call back several times.
Still same message across different devices.."Oops somethings gone wrong...."
Disgusting customer service.
Forum TeamThank you for returning to the public thread to keep things updated Fox_35.
It looks like we've reached out to you via PM but are awaiting a response so we can offer further support. You can find PM's in the top right corner of the page, in your Inbox.
If you can please get back to us, we'd like to help! Thanks for your patience in the meantime. 🌞
You're asking me for the same information over and over. I have responded several times to your various colleagues during the last 5 weeks, but still no update or fix. You already have my personal details and contact numbers and email, so you message me asap, please.
So now it is 5 weeks since I first reported the fault on the TV GO app which will not let me watch any content across my devices after numerous resets, reinstalls, change of username and passwords etc but still not one person from VM has bothered to contact me. I have telephoned several times, completed online and WhatsApp forms and fed up supplying the same requested personal information, account number and name and address, over and over to be told the problem will be fixed within 5 days or/and contacted by the tech team within 28 days but not one person has had the decency to call me direct. This is disgusting service from the worst customer service team from any company I have ever dealt with.
There is clearly a major problem with this app judging by the same problems people on here are experiencing.
Will somebody from VM acknowledge this fact and address the problem instead of blatantly ignoring it?
So now it is 5 weeks since I first reported the fault on the TV GO app which will not let me watch any content across my devices after numerous resets, reinstalls, change of username and passwords etc but still not one person from VM has bothered to contact me. I have telephoned several times, completed online and WhatsApp forms and fed up supplying the same requested personal information, account number and name and address, over and over to be told the problem will be fixed within 5 days or/and contacted by the tech team within 28 days but not one person has had the decency to call me direct. This is disgusting service from the worst customer service team from any company I have ever dealt with.
Forum TeamHi Fox_35,
We're really sorry to hear you feel this way. Any information you give us via the community is only valid for 7 days. After this timeframe has passed, we would need to re ask security. I can see you're already in a PM with my colleague. Please reply with the answers to the questions you've been asked and once that's done, he can then support you.
Many thanks,
Has this been sorted? I am also experiencing a similar issue and have had the same level of service from Virgin. Share your pain
