Forum Discussion

Anniebirch's avatar
Anniebirch
Joining in
2 years ago

VM Connect App: Inactive or Closed

I recently moved house (and arranged to transfer my broadband services via the "moving home" service on the online portal). When the engineer installed broadband at the new property he said that we should use the VM Connect App to check wifi speeds and order pods so that wifi can be used throughout house. However, i cannot log into the VM Connect App as it says my account is "inactive or closed" - its been more than 2 weeks since wifi was installed at the new address. 

3 Replies

Sort By
  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Anniebirch 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're experiencing 😔

    I can see you've been in touch with the team since you posted. Have they confirmed that they're working towards a resolution on this matter?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Anniebirch's avatar
      Anniebirch
      Joining in
      2 years ago

      Hi Daniel

       

      Thanks - i have tried speaking to the team via phone but they weren't able to resolve the issue. My online account is still linked to my previous account at my old address (which I vacated on 15 December) and doesn't have details of the new account number / address and I am unable to log into VM Connect as it states my account is closed (as the account with the old address was closed). 

       

      Kind regards

       

      Annie

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

        Thanks for coming back to us Anniebirch, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L