Accessing MyVirginMedia and Priority app

[LindseyD]

Why does the MyVirginMedia app still say "We're setting things up" when my service has been active since 12th August? I thought once I'd paid my first bill this would resolve but I'm still getting the same message when trying to use the app. Consequently, when I try to access the Priority O2 app it says my Virgin Media account isn't active. I've told Virgin about this a couple of times via the What's App chat and I'm told someone will contact me to resolve and then I wait and hear nothing. Really fed up now. Can anyone help please?

[Ilyas_Y]

Hi there @LindseyD, 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 My Virgin Media app and the O2 Priority app.
We will be able to directly assist with the MyVM app here.

May I ask if you're able to sign in on the website for MyVM? Try this link here.
If so, are you then able to see if you can log in on the app on a different device?

Has your device been updated to the latest operating software and have both the latest versions of the app been downloaded as well?

Let us know and we can go on from there.

Kind regards,
Ilyas.

[LindseyD]

Hi Ilyas

I can sign in to the website for MyVM but it says "It looks like you're new here. As soon as your services have been installed you'll be able to view your bill summary here." My apps update automatically and so does my ios software so everything is up to date. I just went back to me recent email from Virgin Media which says my October Virgin Media bill is ready and waiting for me online." I used the "View this bill" link in the email but then get a screen which says "You've only been with us a short while, and we haven't billed you yet. We'll email you to let you know when your first bill is ready to view online." Although we had nothing to pay in October due to credits we received, we did pay £65 in September and bills were generated in both months. This is really frustrating. I seem to be able to log in on both the web site and app but it thinks my services are not yet installed and active. Thanks for your help.

[Kath_P]

Hi LindseyD, 

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 your My VM not updating. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,