Hi,
I recently renewed my package and ever since I have the My Virgin Media app doesn't display my package or service status. I have tried the app on another phone it is exactly the same. I have removed it added it back on my own phone its exactly the same. Everything is upto date on my phone and when I log into my account on the website it works I can see the package and service status it just wont display it on the app.
Thanks
Forum TeamHi Jakelly,
Thanks for posting and sorry for any confusion with the app and billing, I've popped you over a private message to get a few more details from you.
Alex_Rm
Hi @Jakelly did you manage to get your My Virgin Media app fixed after your package change? I am having the exact same issue with the app since I changed my Virgin package on Tuesday (14 November) and wondered how you got on. Thanks. James
PS. For any Virgin Media staff who read this my app is Version 23.6.0 on iOS 17.1.1 and all the details on the main Virgin Media website are correct and showing the updated package/contract.
Hi JayRobbo1989 not yet they have raised a ticket with their IT department to look into it.
Hi Jakelly, thanks for the update and reply.
I am at a loss to why the app can’t show my new package details when it is all correct on the main website. I tried everything I could think of to see if it fixed the issue but nothing works.
Including: 1) Signing out and back into the app, 2) Deleting and reinstalling it and 3) Putting the app on THREE devices (iPhone 15 Pro Max, iPad 6th Gen and Sony Xperia L4 - all on version 23.6.0 of the app and on the latest software release for the relevant device).
I even tried turning my router and TV boxes off and back on again thinking that might reset my account or something like that haha.
Come on Virgin Media get your act together and fix it please!!!
So I called 150 from my landline and the “advisor” told me that apparently it takes 7 days for the new package information to be updated on the My Virgin Media app. Now whether or not I was being fobbed off there and he didn’t have a clue what was wrong or how to fix it is another question all together.
My package was changed on 14 November so will wait until 22 November to see if it gets updated or not, if it doesn’t then I will definitely be raising a complaint to Virgin Media.
Forum TeamHi JayRobbo1989,
Sorry to hear of the MyVM issues regarding your package details, we appreciate you taking the time to raise this via the forums.
From what you have advised it appears the package change has completed if your online account states the right details, it can take a few days for the details to update in the app but shouldn't take 7. When reviewing the app and deleting and uninstalling, did you clear the cache and reboot the handset/device?
If not can you give this a try as it may help bump the app to show the up to date details. Let me know if this works if not it may need to be raised with out support IT team.
Rob
Hi Rob, Yes I have tried everything in regards to troubleshooting the app issues on my devices but nothing is working and the problem is still not resolved.
The simple fact that it’s the same outcome and issue on THREE different devices (iPhone and iPad running iOS and a Sony Xperia phone on Android) clearly indicates that the issue is with Virgin Media and nothing at all to do with my phones or iPad.
I’m starting to regret changing my package now to be honest, if I knew that there would be this much trouble or issues I would’ve kept my old package going forward.
James
Hi,
Is there any update on this? A job was raised weeks ago and it is still not fixed.
Thanks
Hi,
Yes I was advised it has been assigned to a team to investigate. Not heard anything else.
Thanks
thank you, any new ideas?
Hey there martinez6 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼
I'm sorry to hear about the issues with the MyVM app.
May I ask if you're having similar issues? I can't see any history of any conversations with us on here.
Let us know and we'll be more than happy to assist you on this. 🙂
Kind regards,
Ilyas.
Is there any update on this? It has been like this for months the app still doesn't work. I am not the only one either as there are multiple posts on this forum with the exact same problem. It really is not good enough having an app that doesnt work. What is the status of the IT ticket that was raised for me months ago?
Forum TeamHi Jakelly, thank you for your post. We're sorry to hear you feel this way 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
Mine started working AFTER I made another change to my contract. It seems like if you keep the current package you changed to a few months ago it won’t show on the app but if you make a new change to your bundle the new details will show on there.
Hi there,
I have had this exact same issue since I renewed my package (keeping it the same) in October 2023. I logged a ticket at the time and it got escalated to the tech team but were no further on with it. I get called periodically from the team and we seem to go through exactly the same questions everytime, and they request photos to be sent to the 2nd line team each time, and we make no further progress. During the last call the person said that they are aware of a wider problem with the account/status section of the app. Has anybody had a resolution to this - other than making further changes to their account?
Forum TeamWelcome back to the community forums
Sorry to hear that you have an ongoing issue with your online account.
I can see at our side that the team have contacted you recently, are you able to advise what was done or detailed in this call and what the next steps were please?
Hi Carley,
Unfortunately they didn’t really give me much more information on a resolution. The way that it was left was that they suggestion I should just use the website instead of the app.
Is there anything else that I can do to get this fixed?
Thanks
Jamie
Thank you. Response sent.
