Forum Discussion

Anonymous's avatar
Anonymous
2 years ago

My Virgin Media App not showing correct details

I took out a new contract in October but the my Virgin media app is not showing my correct package details. In fact it’s not showing anything assigned to me at all. The service status also just shows a time. 
When I log in online my package details are fine. It is just wrong on the app. I have even tried it on another mobile phone and it still shows wrong details. 
I did try to get assistance from Virgin Media support but the recommended solution is to always remove / reinstall the app but this never works. The issue is not with my phone. 
Something was raised with Virgin media IT but I never heard anything back and gave up. 

 



66 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Anonymous 👋

    Welcome to our Community Forums and thanks for your post. 

    I am sorry to hear that your app is not showing the correct details.

    So we can assist further, could you advise what it is showing exactly?

    Hope to hear from you soon 😊

    • Anonymous's avatar
      Anonymous
      2 years ago

       

       

      I attached a screenshot to original post above. None of the package details are green as they should be and when I click on TV for example it asks if I want to upgrade. It should show my correct package details (as it used to). 

      Also when I click on service status it does not show a service status for phone, tv or broadband in my area (as it should) It just shows a time. Other people on community have posted same issue I see so I’m not alone with this. 



      • Ayisha_B's avatar
        Ayisha_B
        Icon for Forum Team rankForum Team
        2 years ago

        Aah thanks! It wasn't showing at the time but I can see the image has been approved now.

        What version of the app are you using?

  • pmadd78's avatar
    pmadd78
    On our wavelength
    2 years ago

    did anyone manage to find a fix for this? I renewed my package recently and the "My virgin Media" app is not showing any of the details it used to. i.e service status etc

    • Anonymous's avatar
      Anonymous
      2 years ago

      Nope still not fixed. My issue is still open with their IT department and has been for many many months now. Their workaround is to log on via a web browser. 😂

      • pmadd78's avatar
        pmadd78
        On our wavelength
        2 years ago

        Yes, I logged in via a web browser this morning and all seems to be working. Surely this indicates an issue with the app. Everything was working fine until i renewed then it all went t!ts up.

  • Jakelly's avatar
    Jakelly
    On our wavelength
    2 years ago

    No mine is the same since October I have a ticket logged with IT and was advised they are aware of this issue.  It is defined the app as it works fine when I log into the website. 

    • pmadd78's avatar
      pmadd78
      On our wavelength
      2 years ago

      Cheers for the reply. I'll watch out for a fix in the next year or 3 ha ha

  • Impith's avatar
    Impith
    On our wavelength
    2 years ago

    I have exactly the same. After renewing my contract the services are visible on the web but there is nothing in the App. 

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Impith,

      Thanks for posting, and sorry to see your app hasn't updated.

      Can you confirm if you've uninstalled and re-installed the app?

      Alex_Rm

      • Impith's avatar
        Impith
        On our wavelength
        2 years ago

        Yes, removed and reinstalled - deleted data, deleted cache. 

        I thought I would go one step further so I installed the app on my tablet where it has not previously been installed. Exactly the same result, no services visible. That is a fresh install on a fresh device. 

        With the number of similar reports where I think the common factor is the customer has just recontracted before the error occurs, it really shouldn't be hard for your software guys to track this bug down.  For a bug in your app (or at least, in the data being provided to your app) it certainly is!

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 years ago

      Hi pmadd78,

      Thanks for posting, and sorry to hear you're also having some issues with your My Virgin Media app. 

      Can you confirm if you're uninstalled/ reinstalled it?

      Alex_Rm

      • pmadd78's avatar
        pmadd78
        On our wavelength
        2 years ago

        Yes, I’ve uninstalled / re-installed just like everyone else has. My package details and stairs does. It show on the app since my renewal. Funny thing is however my bill always shows 😉

  • Anonymous's avatar
    Anonymous
    2 years ago

    I’ve had no further updates on this. Last I heard it was still with their IT. This was months ago. 

    • pmadd78's avatar
      pmadd78
      On our wavelength
      2 years ago

      Same here. Something tells me it’s fallen into a black hole. I mean how long should it take. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey singlesmart, thank you for reaching out and I am sorry to hear this.

      When you say showing the wrong package, what is showing / not showing?

      Does it not show what you are currently subscribed to? 

       

      • Anonymous's avatar
        Anonymous
        2 years ago

        Hi. I’ve messaged one of your colleagues who messaged me direct last time. I’m  not explaining everything again on this forum. Nothing has changed as per the original screenshot when I started this forum post. Thanks!

  • paul0363's avatar
    paul0363
    Rising star
    2 years ago

    Same here.Just searched for the issue and found this thread.  Just renewed my package and the app stopped showing any detail or service status info (billing still shows though). Worked fine before my contract was renewed!

    • Anonymous's avatar
      Anonymous
      2 years ago

      Welcome to the place where loyal Virgin media customers get forgotten about and nothing gets fixed. 

      • Alex_RM's avatar
        Alex_RM
        Icon for Forum Team rankForum Team
        2 years ago

        Sorry you're still having an issue with this singlesmart,

        If you pop another private message over the agent you last spoke with they can chase this up.

        Alex_Rm

  • Impith's avatar
    Impith
    On our wavelength
    2 years ago

    Hello - can I remind you that I've also raised that I have the same issue, earlier in this thread. The app still thinks I have no services. However, my contract and discounts which were previously incorrect have now sorted themselves out, so that doesn't seem to be related.   

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to the thread Impith.

      If this has been picked up by a member of the Forum Team, we would expect you to continue to work with them if the same subject matter needs further attention.

      Do please report back to the most recent team member who you have discussed this with for further assistance.

      Thanks,

      David_Bn

  • Impith's avatar
    Impith
    On our wavelength
    2 years ago

    Thanks for replying. The last I got was a message saying "Will update you on the IT ticket as soon as I have one." from Alex_Rm

    I'm not sure what I am suposed to do.  Since there has been no update I assume there is no progress. 

  • Jakelly's avatar
    Jakelly
    On our wavelength
    2 years ago

    Mine is the same since October been advised a ticket was raised with IT never had an update. app doesnt work not very good for us customers.

    • Beth_G's avatar
      Beth_G
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Jakelly

      I'm so sorry to hear you've not had an update in so long. I can certainly look into this for you. I've popped you a private message.

      Thanks,