Forum Discussion

CTJ72's avatar
CTJ72
Tuning in
9 months ago

No services showing

I recently changed my TV package and since then the My Virgin Media app doesn’t show the services I have, other than my O2 service (see screenshot provided). I notice I’m not the only one with issue and wondered if there’d been any update regarding a fix on this yet. 

17 Replies

  • Same here since I renewed my contract last month. Shows no services (I don't have an O2 sim) and no longer shows service status information, the only thing it does show is the latest bill amount.

  • Hi CTJ72, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

    We're sorry to hear you're having an issue with viewing your package via the My VM app. When logging in to My VM using a browser instead, are the correct details showing there?

    You've also not attached a screenshot so we're unable to see what you're seeing. Can you pop back with this so we can get a better understanding of what you're seeing? (Please ensure you blank out anything that may be considered as personal information)

    Many thanks, 

    • CTJ72's avatar
      CTJ72
      Tuning in

      Oops, my mistake. Thought I had attached the screenshot. Have done it this time. When log on via the website I

      can confirm the details are correct. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team

        Hi CTJ72,

        Thanks for coming back to us on this one with the screenshot 😊

        As it's working on the website, it's likely a little delay on the app. Once your next bill has been generated, it should also update on the app for you too. 

        Please let us know if this isn't the case though. 

        Thanks, 

  • Impith's avatar
    Impith
    On our wavelength

    Well, CTJ72, if it does start working please let us know. There is a long earlier thread My-Virgin-Media-App-not-showing-correct-details where support just tell everyone to wait, reinstall or whatever.  They genuinely seem to struggle to understand it is a widespread issue. As far as I'm aware, no-one has yet reported that it has suddenly started working. Mine certainly hasn't. Mind you, I haven't reinstalled for a couple of months, so that could be my problem... 😁

  • Jakelly's avatar
    Jakelly
    On our wavelength

    Yes check the previous thread it is the same for a lot of us they have never fixed it.  Apparently a ticket is raised with IT.  Mine has been the same since October last year! Don't know about anyone else but now I can't even view it on the My Virgin Media site either it tells me to check it on the app which still doesnt work.

  • Impith's avatar
    Impith
    On our wavelength

    Wow, I've just checked and I also can no longer see my package on the web account. And I cannot see it on the app. So basically VM have removed this easy visibility. I can still view my bill on the web, and look what is contained on the bill page.  Basically whatever issue that is on the App has been introduced on the web!

     So the only way I can check my package is to dig into the section to view my original contract. So do VM genuinely not know what TV or phone I have? At least the web site knows about my broadband, which the App doesn't! I have asked for an update on the support ticket P012572783 raised back in June. I'll see what comes back!

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team

      Hi Impith, 

      Thanks for posting about the issues you have here. 

      I can see you're already in a private message with my colleague.

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 

      Thanks, 

  • Impith's avatar
    Impith
    On our wavelength

    Am I the only one who finds it amusing that a member of VM support says "How odd this is happening" when it is being reported by loads of people on at least three separate threads?

    It is still happening for me as well 😀

    • CTJ72's avatar
      CTJ72
      Tuning in

      More than 3 months on and the app is still not showing my services. I also replied to a private message that I got from John, the VM staff member, and got a message back from a moderator saying I’d sent an unsolicited message to a staff member!! Unbelievable l, it really is 😡