Alex_RM wrote:
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
Alex_Rm
Thanks for looking into my case I raised earlier - I look forward to a response to the internal call you raised. However, I would have thought that by now support could recognise that there is a widespread issue here with a number of people such as pmadd78 having the same issue, and reinstalling the app or clearing the cache does not help. Everyone has already confirmed that.
It smacks of a software/data error. I'm a software engineer involved in customer support! And no - we don't tell them to reinstall as the first resolution (although to be fair, it often does come down to that 😀). But when a number of people contact us with the same symptoms then we recognise there is an underlying issue.
Here are some pointers which your software team might find useful.
- 'View Contract' no longer shows a current contract - it still has the old one.
- On the billing screen it tells me my discounts have ended. It doesn't seem to recognise I have got new ones.
- O2 have not yet acknowledged that my new Sim is entitled to Volt benefits. That is despite me taking out a new O2 contract (I previously had one as part of a VM Volt package which expired at the same time) but whilst telling me I'm not entitled to Volt, they have given me double data. And yes - it is over 14 days.
By any chance do you run an internal accounting system in parallel with the customer visible one, and the two have got out of synch? There is certainly something whacky going on.
