My Virgin Media App not showing correct details

[singlesmart]

I took out a new contract in October but the my Virgin media app is not showing my correct package details. In fact it’s not showing anything assigned to me at all. The service status also just shows a time. 
When I log in online my package details are fine. It is just wrong on the app. I have even tried it on another mobile phone and it still shows wrong details. 
I did try to get assistance from Virgin Media support but the recommended solution is to always remove / reinstall the app but this never works. The issue is not with my phone. 
Something was raised with Virgin media IT but I never heard anything back and gave up. 

 

[pmadd78]

Yes, I’ve uninstalled / re-installed just like everyone else has. My package details and stairs does. It show on the app since my renewal. Funny thing is however my bill always shows 😉

[Alex_RM]

Thanks pmadd78,

So I can get a few more details from you I've popped you over a private message.

Alex_Rm

[Impith]

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@Alex_RM wrote:

Hi pmadd78,

Thanks for posting, and sorry to hear you're also having some issues with your My Virgin Media app. 

Can you confirm if you're uninstalled/ reinstalled it?

Alex_Rm

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Alex_Rm

Thanks for looking into my case I raised earlier - I look forward to a response to the internal call you raised. However, I would have thought that by now support could recognise that there is a widespread issue here with a number of people such as pmadd78 having the same issue, and reinstalling the app or clearing the cache does not help.  Everyone has already confirmed that. 

It smacks of a software/data error. I'm a software engineer involved in customer support! And no - we don't tell them to reinstall as the first resolution (although to be fair, it often does come down to that 😀). But when a number of people contact us with the same symptoms then we recognise there is an underlying issue. 

Here are some pointers which your software team might find useful.

1.  'View Contract' no longer shows a current contract - it still has the old one. 
2. On the billing screen it tells me my discounts have ended. It doesn't seem to recognise I have got new ones. 
3. O2 have not yet acknowledged that my new Sim is entitled to Volt benefits. That is despite me taking out a new O2 contract (I previously had one as part of a VM Volt package which expired at the same time) but whilst telling me I'm not entitled to Volt, they have given me double data. And yes - it is over 14 days.

By any chance do you run an internal accounting system in parallel with the customer visible one, and the two have got out of synch? There is certainly something whacky going on. 

[singlesmart]

I’ve noticed when you sign into the my Virgin media app the account number has an extra 2 digits before it (the area code) and the area code is displayed underneath too . When I sign into the website the extra 2 digit don’t show. Maybe that has something to do with it as well. Database relationships aren’t matching up maybe?

[singlesmart]

I’ve had no further updates on this. Last I heard it was still with their IT. This was months ago. 

[pmadd78]

Same here. Something tells me it’s fallen into a black hole. I mean how long should it take. 

[Matthew_ML]

Hey singlesmart, thank you for reaching out and I am sorry to hear this.

When you say showing the wrong package, what is showing / not showing?

Does it not show what you are currently subscribed to? 

[singlesmart]

Hi. I’ve messaged one of your colleagues who messaged me direct last time. I’m  not explaining everything again on this forum. Nothing has changed as per the original screenshot when I started this forum post. Thanks!

[Matthew_ML]

Hey singlesmart, thank you for reaching out and I am sorry to hear this.

Please do drop my colleague another message if you still do need some help. Cheers 

[paul0363]

Same here.Just searched for the issue and found this thread.  Just renewed my package and the app stopped showing any detail or service status info (billing still shows though). Worked fine before my contract was renewed!