Virgin media app dashboard

[scr1310]

I have upgraded my broadband from hub 3 to hub 5. Since the upgrade my virgin media app is not updating. I keep getting the attached message. I have tried calling to speak with someone and have been told on three separate occasions it would be dealt with and never hear back from anyone. Can anyone help me? 

kind regards 

Sandra 

 

[David_Bn]

Thanks for coming back to us @scr1310.

I understand that you're in a private messaging conversation with one of my colleagues.

With this in mind, it would be wise to keep dialogue open with them on this matter, in a private arena.

Thanks,

David_Bn

[JayRobbo1989]

Did your My Virgin Media app get fixed and the new upgrade/package information show up on it Sandra? I changed my package on 14 November and am getting the same issue and problems too. James. 

[scr1310]

Hi 

Unfortunately it has not! I have raised a complaint as I am no further forward. They told me it was fixed but it is not. I have been waiting weeks and am no where near this being fixed. I have deleted and reinstalled the app several times. I have given them the phone I use. Still the same issue! 
Please let me know if you manage to get a fix. 
Thanks 

Sandra 

[JayRobbo1989]

Oh yeah I have tried all that (countless times I have deleted and reinstalled the app on my iPhone), I even went to the extent of changing my email address and password on my VM account and putting the app on my old Sony Xperia phone so I had both the iOS and Android versions of the app to prove that it wasn’t working and I wasn’t making it up. It seems to be affecting multiple customers so at least we know we aren’t alone in this. @Tom_W1 advised me to use the main Virgin Media website for now which I will do but it’s annoying that we can’t use the app anymore!!!

[scr1310]

I did the exact same, trying the app on a different phone as well. I am so frustrated that they can’t seem to fix this issue and keep telling me it is sorted when it clearly is not! . We should not need to rely on the desktop version when there is an app for convenience.  I am glad that there are others in the same boat as me because I was beginning to think it’s just me or my phone. I have been trying to get this sorted for several weeks and seem to be repeating myself time and time again and getting nowhere. Please let me know how you get on with them. I have now messaged them to say I am aware of others in the same positions. Thanks for getting in touch 

[Matthew_ML]

We understand this is frustrating and we are sorry for this. 

Please make sure the app is fully updated and this should resolve this for you, in the meanwhile the website desktop page will fine for you. Cheers 

[Jakelly]

The exact same thing happened to me after a package upgrade.  They have raised a support ticket with IT also for mine but still not fixed.  Clearly there is something wrong.