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.

Yes, removed and reinstalled - deleted data, deleted cache. I thought I would go one step further so I installed the app on my tablet where it has not previously been installed. Exactly the same result, no services visible. That is a fresh install on a fresh device. With the number of similar reports where I think the common factor is the customer has just recontracted before the error occurs, it really shouldn't be hard for your software guys to track this bug down. For a bug in your app (or at least, in the data being provided to your app) it certainly is!

Ilyas_Y wrote:Thanks for the reply Impith🧾Could you try the following please:For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. If you are using an Android device can you please ensure you have the following settings enabled:Location Permissions (Settings > Apps > Virgin Media Connect > Permissions)Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).Let us know how it goes.Kind regards,Ilyas.I did try to be clear in my previous post. I have done clear data, clear cache. Uninstalled and reinstalled. I have even installed it on a brand new device previously untouched by the VM app. Surely this thread is about the MyVirginMedia app so what effect would allowing the VirginMedia Connect to have location permissions have? That is a totally different app. Why do I get the feeling you guys always think it is a customer error? Have you raised the issue with your software team? This is either a software error in the app, or (possibly more likely) an error in the data stream the app is referencing which is not being updated correctly when a customer renews.

I’ve given up too now after today. I’m sick of it. Virgin Media just admit you have a problem and sort it out for EVERYONE. Why must we go through security procedures every time only to get nowhere again and again!!

No mine is the same since October I have a ticket logged with IT and was advised they are aware of this issue. It is defined the app as it works fine when I log into the website.

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_RmAlex_RmThanks 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. 'View Contract' no longer shows a current contract - it still has the old one. On the billing screen it tells me my discounts have ended. It doesn't seem to recognise I have got new ones. 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.

My Virgin Media App not showing correct details | Virgin Media Community

Ayisha_B
Forum Team
2 years ago
Hi Anonymous 👋

Welcome to our Community Forums and thanks for your post.

I am sorry to hear that your app is not showing the correct details.

So we can assist further, could you advise what it is showing exactly?

Hope to hear from you soon 😊
- Anonymous
  2 years ago
  
  I attached a screenshot to original post above. None of the package details are green as they should be and when I click on TV for example it asks if I want to upgrade. It should show my correct package details (as it used to).
  
  Also when I click on service status it does not show a service status for phone, tv or broadband in my area (as it should) It just shows a time. Other people on community have posted same issue I see so I’m not alone with this.
  - Ayisha_B
    Forum Team
    2 years ago
    Aah thanks! It wasn't showing at the time but I can see the image has been approved now.
    
    What version of the app are you using?
pmadd78
On our wavelength
10 months ago
did anyone manage to find a fix for this? I renewed my package recently and the "My virgin Media" app is not showing any of the details it used to. i.e service status etc
- Anonymous
  10 months ago
  Nope still not fixed. My issue is still open with their IT department and has been for many many months now. Their workaround is to log on via a web browser. 😂
  - pmadd78
    On our wavelength
    10 months ago
    Yes, I logged in via a web browser this morning and all seems to be working. Surely this indicates an issue with the app. Everything was working fine until i renewed then it all went t!ts up.
Jakelly
On our wavelength
10 months ago
No mine is the same since October I have a ticket logged with IT and was advised they are aware of this issue. It is defined the app as it works fine when I log into the website.
- pmadd78
  On our wavelength
  10 months ago
  Cheers for the reply. I'll watch out for a fix in the next year or 3 ha ha
Impith
On our wavelength
10 months ago
I have exactly the same. After renewing my contract the services are visible on the web but there is nothing in the App.
- Alex_RM
  Forum Team
  10 months ago
  Hi Impith,
  
  Thanks for posting, and sorry to see your app hasn't updated.
  
  Can you confirm if you've uninstalled and re-installed the app?
  
  Alex_Rm
  - Impith
    On our wavelength
    10 months ago
    Yes, removed and reinstalled - deleted data, deleted cache.
    I thought I would go one step further so I installed the app on my tablet where it has not previously been installed. Exactly the same result, no services visible. That is a fresh install on a fresh device.
    With the number of similar reports where I think the common factor is the customer has just recontracted before the error occurs, it really shouldn't be hard for your software guys to track this bug down. For a bug in your app (or at least, in the data being provided to your app) it certainly is!
pmadd78
On our wavelength
10 months ago
Anyone had any resolution to this issue?
- Alex_RM
  Forum Team
  10 months ago
  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
  - pmadd78
    On our wavelength
    10 months ago
    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 😉
Anonymous
8 months ago
I’ve had no further updates on this. Last I heard it was still with their IT. This was months ago.
- pmadd78
  On our wavelength
  8 months ago
  Same here. Something tells me it’s fallen into a black hole. I mean how long should it take.
- Matthew_ML
  Forum Team
  8 months ago
  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?
  - Anonymous
    8 months ago
    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!
paul0363
Rising star
8 months ago
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!
- pmadd78
  On our wavelength
  8 months ago
  Welcome to the club! 😂
- Anonymous
  8 months ago
  Welcome to the place where loyal Virgin media customers get forgotten about and nothing gets fixed.
  - Alex_RM
    Forum Team
    8 months ago
    Sorry you're still having an issue with this singlesmart,
    
    If you pop another private message over the agent you last spoke with they can chase this up.
    
    Alex_Rm
Impith
On our wavelength
8 months ago
Hello - can I remind you that I've also raised that I have the same issue, earlier in this thread. The app still thinks I have no services. However, my contract and discounts which were previously incorrect have now sorted themselves out, so that doesn't seem to be related.
- David_Bn
  Forum Team
  8 months ago
  Thanks for coming back to the thread Impith.
  
  If this has been picked up by a member of the Forum Team, we would expect you to continue to work with them if the same subject matter needs further attention.
  
  Do please report back to the most recent team member who you have discussed this with for further assistance.
  
  Thanks,
  
  David_Bn
Impith
On our wavelength
8 months ago
Thanks for replying. The last I got was a message saying "Will update you on the IT ticket as soon as I have one." from Alex_Rm
I'm not sure what I am suposed to do. Since there has been no update I assume there is no progress.
Jakelly
On our wavelength
8 months ago
Mine is the same since October been advised a ticket was raised with IT never had an update. app doesnt work not very good for us customers.
- Beth_G
  Forum Team
  8 months ago
  Hi Jakelly
  
  I'm so sorry to hear you've not had an update in so long. I can certainly look into this for you. I've popped you a private message.
  
  Thanks,

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My Virgin Media App not showing correct details

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