Can't see my bills in Virgin Media homepage

[turtles]

Very very long term user.   Can log in to the VM homepage and can see my account, bill total on homepage etc- but on clicking 'see my bill' I get dumped into the VM Help and Support pages and looped around there.

Have tried multiple browsers, clearing caches etc, have also tried on ios and android versions of the VM app.

Support appreciated.

[Ilyas_Y]

Hey there @turtles 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 bills on the homepage. 😞
May I ask if you're signing in with this webpage here?

May I ask if you've tried dark mode or incognito / private mode?
Have you checked to see if it works on the app? Or any other device?

Let us know.

Kind regards,
Ilyas.

[turtles]

Thank you. 

As per original post...   I have tried chrome, edge and safari, on windows 10, ios and android (apps and browser), in daek/incognito mode and not.

I have tried the link you embedded above, which does exactly the same I can log in and see my bill total on my home screen, but clicking 'see my bill' takes me to the help and support section.

I can't see why my bill is expensive this month, or any recent month. This seems a fairly basic customer maintenance requirement. 

[Ilyas_Y]

Thanks for the reply @turtles on the forums. 🙂

Are you able to send a screenshot of the error that is occuring?
Try to avoid posting any personal information.

Kind regards,
Ilyas.

[turtles]

Hi... There's no error message. Clicking on 'view my bill' redirects. me to the 'help and support' page.  That's it. There is no way of getting to see my bill at all. 

[Ilyas_Y]

Thanks for the reply @turtles.

I will assist and send a private message.

Kind regards,
Ilyas.

[Ilyas_Y · Accepted solution]

Thanks for speaking with us today @turtles on the VM forums. 😇

I'm glad we have been able to resolve the matter.
It turns out the MyVM was registered in a different email which would not allow you to view the bills and made the MyVM you are using in to a sub account which is why bill access was not granted.

After making some changes, you can now access the MyVM account and also can view the bills.
Reach out to us if you need anything and we'll always assist!

Kind regards,
Ilyas.