My Virgin Media app still reads "We're setting things up"

[Broadbent]

I've had my new internet up and running for over a week now and I'm unable to use the My Virgin Media app. The home page of the app just reads "We're setting things up. Check back here honce your services have been installed".

Yes, I'm logged into the correct account.

Yes, my new Virgin internet HAS been set up.

Thanks.

[Kath_F]

Hi Broadbent, 

Thanks for your post and welcome to the Forums. It's great having you on board with us in the Community. ⭐

We're sorry to hear you're having this issue. Taking a look at things this end, you're still in a pre-install state so the account isn't actually showing as active yet. 

Can you confirm if your services are fully installed and working with no issues? If they are, can you let us know the date of this?

Many thanks, 

[Broadbent]

Hi Kath,

Thanks for getting back to me. As stated in my initial post, yes, my Virgin internet has been set up and I've been actively using it for over a week. The installation date was the 25th of Sep 2023.

Cheers

[Beth_G · Accepted solution]

Hi Broadbent

Thanks for coming back to us. It's possible that it's just not been reflected on our end. I've popped you over a PM so I can look into this with you.

Thanks!

[Broadbent]

The issue was resolved, thanks Beth.