on 28-02-2022 16:26
VM failed to reconnect after a broadband interruption since 8am was supposed to have been resolved by 15:00. I've spent over an hour unplugging and reconnecting the hub and finally through the app at approximately 16:15 it seems to have finally connected however the page is stuck in an infinite loop and not responding. Do I switch the app off?
on 28-02-2022 19:06
Hi Ant3,
Thank you for your post. I'm sorry to hear you lost broadband connection due to an outage however I am pleased to know you're back online now.
Can you please expand on the issue that you're having with the app/website please? What is it that you're trying to do and what page are you getting stuck on? If you have any screenshots that would be great
Thanks
on 28-02-2022 19:38
Thank you for replying. I have just received a boost to my speeds but, like every other time VM have activated this, we have encountered problems.
I am using the My Virgin Media app. I've found no mention of the outages / interruption to the service that was planned for today once I accessed the app after 3pm. These were notified earlier but at 4:30pm I was still having no broadband. I followed the prompts on the app a few times to check if the service had been reconnected, this took a very long time waiting for the hub to restart after plugging / unplugging and then reset it again, unplug and restart and checking the connection. After about another half an hour I could see the wi-fi signal icon on my phone starting to respond and when I managed to connect my pc I posted here because the app has remained stuck on the page where it was checking the connection (as seen below but animated) and it's still showing the loop circling on my phone some five hours later. Also noticed my phone is still using data on the giffgaff network since early this morning.
on 28-02-2022 21:33
Hi @Ant3
If you reboot your mobile it should refresg the My Virgin Media app and stop it looping.
You could also go into your mobile settings, select the app and Force Close it.
Are you in the process of transferring from Giff Gaff to a VM sim, or a full O2 Volt sim?
on 28-02-2022 21:48
on 01-03-2022 08:34
Hi Ant3,
Thank you for updating the thread.
I just wanted to check in and see if you have been able to perform the reboot as suggested? If so, has this helped at all?
We are sorry you feel you may have made a mistake joining us again, this is not what we would want. Although we are unable to guarantee a fault free service, we will always do all we can to get a reported fault fixed as quickly as possible.
Thanks
on 01-03-2022 09:04
Thank you for your message. Broadband seems to work ok this morning but I'm still puzzled with the app. Every time I access it it still seems to be running the loop page in the background while other pages are displayed on top. Trying to verify all is working as it should on the app itself, when I select "My Virgin Media App" it goes to a blank page stating "couldn't find an FAQ section with matching ID"
Also I would like to know how to check my phone line is active - it still appears not to be connected.
on 01-03-2022 11:11
Thank you for getting back to us Ant3.
With the app, is this just happening on the one device? If so, can you please uninstall the app from the device and download it again. This should mean you are running the latest version. It would also be worth checking that any software updates are completed on the device.
With the phoneline, is this a service that is showing within your package when you access your online account here?
Thanks
on 01-03-2022 11:30
on 01-03-2022 11:51