Forum Discussion

eliemaherxo's avatar
eliemaherxo
Joining in
5 months ago

All services unavailable on app after calling and reconnecting services

 

Hi,

I called and reconnected my broadband services on the phone with customer services as live chat left me waiting for 4 hours!

I called on Thursday, it is now Monday - I have restarted my WiFi box many times to see if that was the issue, I’m able to connect to the WiFi as it shows up to connect to it so it’s all plugged in and working physically but it’s just not letting me use the WiFi and says I have no connection.

I have checked my Virgin Media App which would normally tell me the status of my account in which is says it’s “unavailable” on the app’s homepage seemingly like it can’t be loaded (even when using my phone data to access my account online).

There is also no issues within my area to cause this to happen but also when looking at my billing it says it’s paid in a green box.

I have tried contacting the customer service team via Live Chat which took 4 hours for them to just cut me off several times!

I really need some help with this!

Thank you.

 

customer service.
Internet Connection
reconnected
unavailable
WIFI
  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Connect to the VM Hub via http://192.168.0.1/ 
    login with the Hub password ( i.e.not the Wi-Fi password )

    On the first page after entering the Hub password is status info.  

    Is the Internet (Online)   or in some other state ?

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    5 months ago

    Hi eliemaherxo 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had 😔

    I can see you've spoken to the team since you posted. Are you any further forward with this?

    Please pop back to us at your earliest convenience.

    Thank you for your support Client62 👍

    Regards,
    Daniel