on 17-11-2022 15:38
For the past couple of days I have been trying to buy a Virgin Media wifi pass to use on the London Underground. Both of the websites my.virginmedia.com and wifipass.virginmedia.com take me to a page selling day/week/month passes. However, when I click "buy" I am taken to a page which says that the link to barclaysmartpay does not work. I have not found anywhere to report this fault and, after calling them and passing through many departments, I am not confident that Virgin Media are aware of it. Or perhaps there is a new way of buying these passes. Can anyone help?
on 20-11-2022 08:31
Hi @Underground,
A warm welcome to our Community Forums and thanks for your post.
I am sorry to hear that you're having some problems purchasing a WiFi Pass
This is an ongoing issue our teams have been made aware of for investigation.
We've had no updates as of yet but rest assured it has been raised.
Apologies for any inconvenience caused and thanks for your patience.
on 22-11-2022 11:10
Thank your for your reply to my message to say that your teams are aware that it is not possible to buy a London Underground Wifi Pass and that this is an "ongoing issue".
It is reassuring to know that you are aware of the problem but very disappointing that it appears that Virgin Media has no timetable for speedy resolution of the problem. It is also very unsatisfactory that Virgin Media do not provide any helpful information to a user who is trying to buy a pass eg to tell them that the problem is being fixed and should be sorted by xxx. And since no-one on any of the Virgin Media helplines or chats or messaging services seems to have any knowledge of this system it leads to many frustrating hours going round the houses at Virgin Media.........
And meanwhile both TFL and Virgin Media continue to state that the London Underground wifi system is available to all.
Do you know who best I should email/write to in Virgin Media to put any pressure on them to resolve this?
on 24-11-2022 15:24
I appreciate the frustration this may cause @Underground
There is unfortunately no customer contact for this issue. I can assure you though we are aware of the amount of customers affected by this and are working towards a resolution with the Underground WiFi Pass purchases portal.