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Richard_H2's avatar
Richard_H2
Tuning in
8 months ago

Mobile App - Packages Not Showing

@Forum Team Member

I have raised this once with Customer Services and it has apparenty been escalated to Tech Support but so far I have  heard nothing.

Having recently renewed my contract for a further 18 months, the app functionality has changed

I not longer see any of my packages listed as green with the exception of the O2 sim card. The others relating to broadband, TV and phone all are clear and when you click on one of them the app takes you to an upgrade your package screen. This is despite all of those options being subscribed to.

Can someone advise please?

I have deleted the app and refreshed the data on the phone and re-downloaded the app etc. No difference

Checking the status of the network no longer works as it once did.

3 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    8 months ago

    Hi Richard_H2 

    The app version can show incorrect information whilst the web version has the correct details.

    Have you tried using the browser version  My Virgin Media  to see if the correct packages are listed?

  • Richard_H2's avatar
    Richard_H2
    Tuning in
    8 months ago

    Hi newapollo

    Yes it does show the correct information using the web browser version. That never seems to be an issue. My mobile app version was working fine until I changed/renewed this last time around and now it is practically useless to use as I cannnot check the status of the network at any stage using it. Having looked at a number of posts on here, it seems the issue remains unresolved for some time, but thanks for your input pal

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      8 months ago

      Hello Richard_H2

       

      Sorry to hear of the app issues experienced, we understand the concern and you taking the time to raise this via the forums.

       

      We're a little confused by your post, it originally refers to the package etc but the last post mentions checking your network. For the package it would need to be our MyVM App. 

       

      To check your in home network and coverage, you would need to use the Connect App.