on 18-10-2023 16:41
Just changed my deal and now my virgin media app says unable to retrieve details, tried everything including calling customer service
Answered! Go to Answer
on 21-10-2023 10:25
Hi dave_b82uk, thanks for the message and sorry to hear that it is not showing in the app. Can you remove and install to see if anything changes? ^CW
on 18-10-2023 19:01
Hi @dave_b82uk,
Thank you for your post and welcome back to our community forums. We're here to help.
I'm very sorry to hear that you're having some trouble with the My Virgin Media app following a package change. Are you having the same problem when trying to access it via a browser instead?
Thanks,
on 20-10-2023 19:22
On the browser it is ok but in prefer to use the app so want it fixed please
on 21-10-2023 10:25
Hi dave_b82uk, thanks for the message and sorry to hear that it is not showing in the app. Can you remove and install to see if anything changes? ^CW
on 21-10-2023 18:09
That does not help, tried all that.
on 22-10-2023 09:34
Okay thank you.
Can you send us a screenshot of the error you are seeing?
Can you also confirm if you have received a contract for the new deal and when this was agreed?
Please pop back to us when you can.
Vikki - Forum Team
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on 22-10-2023 17:52
on 23-10-2023 08:21
Hi @dave_b82uk, thank you for providing that.
Are you experiencing the same problem across multiple devices?
Also, when you spoke to the customer service team about this matter, what did they advise exactly?
Regards,
Daniel
on 28-10-2023 16:21
They suggested that they had passed to their IT dept and it would be sorted in 5 days, that was weeks ago, can't someone just sort this?
on 29-10-2023 08:16
I'm so sorry to hear that you have not yet heard back from this ticket @dave_b82uk I'd be happy to take a closer look into this with you via a private message.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.