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.

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!

Ilyas_Y wrote:Thanks for the reply Impith🧾Could you try the following please:For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. If you are using an Android device can you please ensure you have the following settings enabled:Location Permissions (Settings > Apps > Virgin Media Connect > Permissions)Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).Let us know how it goes.Kind regards,Ilyas.I did try to be clear in my previous post. I have done clear data, clear cache. Uninstalled and reinstalled. I have even installed it on a brand new device previously untouched by the VM app. Surely this thread is about the MyVirginMedia app so what effect would allowing the VirginMedia Connect to have location permissions have? That is a totally different app. Why do I get the feeling you guys always think it is a customer error? Have you raised the issue with your software team? This is either a software error in the app, or (possibly more likely) an error in the data stream the app is referencing which is not being updated correctly when a customer renews.

I’ve given up too now after today. I’m sick of it. Virgin Media just admit you have a problem and sort it out for EVERYONE. Why must we go through security procedures every time only to get nowhere again and again!!

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.

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_RmAlex_RmThanks 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.

My Virgin Media App not showing correct details | Virgin Media Community

pmadd78
On our wavelength
9 months ago
Just an update. I had a call from a VM yesterday afternoon regarding the app issue. He told me it was a known issue and would be fixed in the next 3-4 days! I’m not that convinced to be honest.
- Anonymous
  9 months ago
  Haha deffo been fobbed off there. Maybe another 3-4 years. Been ongoing since at least October this issue.
  - pmadd78
    On our wavelength
    9 months ago
    That’s what I told him. He assured me it was a known issue and in 3-4 days it would be fixed. Dream on!
pmadd78
On our wavelength
9 months ago
Well 3 days on and it’s still not fixed. 🤣
- Anonymous
  9 months ago
- Kath_P
  Forum Team
  9 months ago
  Hi pmadd78,
  
  Thanks for coming back and letting us know. We're sorry to hear this is ongoing for you.
  
  Checking the IT Ticket that's raised, this is still open and being worked on. The team will be back in touch as soon as they have any further updates.
  
  Apologies once again for the inconvenience.
  
  Thanks,
- Anonymous
  9 months ago
  Logged onto app this morning and got this…
  Don’t know if it’s progress or they’ve completely messed it up now whilst trying to fix it 😂😂
  - pmadd78
    On our wavelength
    9 months ago
    I got a msg yesterday saying the issue was fixed! Logged out and back in and guess what……………………. It wasn’t fixed! 😂
Impith
On our wavelength
8 months ago
Any update on this issue? I still have the problem. My support IT Ticket raised by Beth_G is P012572783 - it seems like everyone is getting a different ticket despite it being obvious there is a common problem!
- Ashleigh_C
  Forum Team
  8 months ago
  Hi there Impith
  
  We are very sorry that you have experienced this issue and it is ongoing we can understand this is frustrating. If you would like an update on your ticket we would advise popping back to agent that raised this for you via the PM and requesting an update.
- Anonymous
  3 months ago
  Did Virgin Media IT ever fix this? I still have the issue. Contract is ending soon anyway so going to have a serious think.
  - Vikki_M
    Forum Team
    3 months ago
    Hi singlesmart,
    
    The issue should have been resolved yes.
    
    I'm sorry to hear you still have this issue.
    
    I'd be happy to raise a new IT ticket for you.
    
    I'll send you a private message now.
    
    Please look out for the envelope in the top right of the page and pop back to me when you can.
Impith
On our wavelength
3 months ago
Mines still not working either. I just get amused by the way that whenever a new poster asks about this, the team cannot just reply with "Yes there is an issue impacting many of our customers, many of whom seem to have renewed just before it started happening". Instead, it is "I'll send a private message". Has anyone had this sorted as a result of receiving a message?
unisoft
Knows their stuff
3 months ago
In the new version of the app (the old one looked better to be honest) I get JANUARY 70 as the payment date on a brand new install.
Integrity of data lol and the web portal has always up to date and more correct on billing. Honestly, the app is a bucket of horse manure and should be withdrawn until fixed. Over a year people have reported issues. It really is corporate incompetence.
- Cardiffman282
  Trouble shooter
  2 months ago
  I just had a nose at the app out of curiosity and learned that I have the luxury of allegedly being in possession of not just one, but two, Hub 3s. How very lucky and fortunate I am (except, of course, I only have one). This better not become an issue at OTS time...
Anonymous
2 months ago
The new app version looks good BUT unfortunately it still does not work. It doesn’t show service status for each service (telephone, broadband and TV) and it buffers a lot when you click manage package.
And no, the issue is NOT my phone.
- pmadd78
  On our wavelength
  2 months ago
  Mines is still the same…. VM what a load of 💩
- Beth_G
  Forum Team
  2 months ago
  Hi singlessmart,
  
  Thanks for your post. I'm sorry to hear you're having some issues with the app. I'll pop you a message so I can look into this further and raise with our IT Teams if needed.
  - Anonymous
    2 months ago
    Hi. As you can see my so called account issue has been ongoing for 2 years now. Various staff have tried to help. Countless tickets have been logged with your IT department but that’s when it goes quiet and your IT dept never get back to us.
    I just use the website version of service checker now whenever something is down as been told many times the issue is my phone. It’s not! My contract ends soon so I can start looking around. It is looking like my package price will more than double if I stay.

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My Virgin Media App not showing correct details

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