No services showing

[CTJ72]

I recently changed my TV package and since then the My Virgin Media app doesn’t show the services I have, other than my O2 service (see screenshot provided). I notice I’m not the only one with issue and wondered if there’d been any update regarding a fix on this yet. 

[TRS]

Same here since I renewed my contract last month. Shows no services (I don't have an O2 sim) and no longer shows service status information, the only thing it does show is the latest bill amount.

[Kath_F]

Hi CTJ72, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with viewing your package via the My VM app. When logging in to My VM using a browser instead, are the correct details showing there?

You've also not attached a screenshot so we're unable to see what you're seeing. Can you pop back with this so we can get a better understanding of what you're seeing? (Please ensure you blank out anything that may be considered as personal information)

Many thanks, 

[CTJ72]

Oops, my mistake. Thought I had attached the screenshot. Have done it this time. When log on via the website I

 

can confirm the details are correct. 

[Kath_F]

Hi CTJ72,

Thanks for coming back to us on this one with the screenshot 😊

As it's working on the website, it's likely a little delay on the app. Once your next bill has been generated, it should also update on the app for you too. 

Please let us know if this isn't the case though. 

Thanks, 

[Impith]

Well, CTJ72, if it does start working please let us know. There is a long earlier thread My-Virgin-Media-App-not-showing-correct-details where support just tell everyone to wait, reinstall or whatever.  They genuinely seem to struggle to understand it is a widespread issue. As far as I'm aware, no-one has yet reported that it has suddenly started working. Mine certainly hasn't. Mind you, I haven't reinstalled for a couple of months, so that could be my problem... 😁

[Jakelly]

Yes check the previous thread it is the same for a lot of us they have never fixed it.  Apparently a ticket is raised with IT.  Mine has been the same since October last year! Don't know about anyone else but now I can't even view it on the My Virgin Media site either it tells me to check it on the app which still doesnt work.

 

[John_GS]

Hi @Jakelly 

I'll send you a PM now to assist further.

[Impith]

Wow, I've just checked and I also can no longer see my package on the web account. And I cannot see it on the app. So basically VM have removed this easy visibility. I can still view my bill on the web, and look what is contained on the bill page.  Basically whatever issue that is on the App has been introduced on the web!

 So the only way I can check my package is to dig into the section to view my original contract. So do VM genuinely not know what TV or phone I have? At least the web site knows about my broadband, which the App doesn't! I have asked for an update on the support ticket P012572783 raised back in June. I'll see what comes back!

[Kath_F]

Hi Impith, 

Thanks for posting about the issues you have here. 

I can see you're already in a private message with my colleague.

We'll leave this with them to avoid multiple agents working on the same thing 🙂 

Thanks,