on 21-07-2021 12:48
When I log into my account online it doesn't show I have broadband, just tells me to add it..... I have broadband and its working fine. I now can't use the Connect App as it doesn't think I have broadband! I've phoned several times..... no real answer, twitter reply sent me here. I'm at a loss!!
Answered! Go to Answer
on 22-07-2021 20:32
Thanks for joining me on PM JosettePaveley
Just to update the thread, it's been raised with IT.
Timescales are 3-5 days and the advice given in the PM was to log in after 1 week and it should be solved, if not, to pop us a pubic reply to let us know either way and we can act if needed.
Have a lovely evening,
Best,
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on 21-07-2021 15:09
Hey @JosettePaveley,
Welcome to the community and thanks for taking the time to post on our forums with your broadband not showing on your account.
I'm glad that at least the service is working for you. Have you recently moved house or had transfer of ownership on your account? This can sometimes affect the profile if your account is still attached to your former account and prevents the new packages from showing up.
Regards,
Steven_L
on 21-07-2021 16:38
Hi Steven,
Nope, not moved and its only ever been my account.
Jo
on 21-07-2021 16:53
Hi Jo,
Thank you for confirming this. Would you be able to provide a screenshot of the error message that occurs on the Virgin Connect App when you try to test your broadband?
Kind regards,
Laurie
on 21-07-2021 17:17
Hi,
Ok, will try to attach. It just thinks my account doesn't have broadband, as does my account.....
on 21-07-2021 17:43
Thanks for your reply, JosettePaveley,
Can you confirm the following:
Cheers,
Corey C
on 21-07-2021 17:46
My account using Online Web browser (not app) is incorrect and does not show I have broadband. I have deleted and reinstall the app twice, but I will try again now just in case.
on 21-07-2021 18:01
My account online using Web browser (not app) is incorrect and shows I don't have broadband. I've reinstalled Connect App and that's working now 👍
on 22-07-2021 18:50
Are you still there??????
on 22-07-2021 18:55
Hi JosettePaveley
Thanks for coming back to us.
Social media isn't an instant response tool I'm afraid but we'll be able to help don't worry 🙂
I'll send you a PM so I can get some further details 🙂
Best,
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