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LeeCB
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Message 1 of 14
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Virgin Connect App

Hi, I've downloaded the connect app; I put in my user name and password, click next and it takes me to a Terms and Conditions page. I agree to this. It then comes up with an error page:

"Sorry we're having problems - there's a problem connecting. Please retry again in a few minutes"

I'm then stuck in a never ending loop of hitting the retry button to get the same message. This has been going on for quite some time now.

I've deleted the app and reinstalled many times over the last few weeks. In addition I have spoken to Virgin who just want to reset my password. When this doesn't resolve things I get promised a call back which never arrives.

Thought i'd post on here before I ditch it entirely - thanks Lee

 

 

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Message 2 of 14
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Re: Virgin Connect App

Hi LeeCB,

 

 

Thank you for reaching out to us in our community.

 

We are hoping to get this resolved by end of play tomorrow, please can you try again then.

 

If you have any more issues after this time please let us know.

 

Kind regards

 

Paul.

 

 

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LeeCB
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Message 3 of 14
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Re: Virgin Connect App

Hi Paul

thank you for the post; just curious, Virgin intimated that this was a problem with my settings/app/account directly.

How can it be being looked into when nobody on here knows my details?

thanks Lee

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Message 4 of 14
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Re: Virgin Connect App

Hi LeeCB,

 

This has been a problem that's been effecting numerous customers and it's a problem we're working to fix.

 

Are you able to try this again for me to see if this now allows you to log in?

 

David_Bn

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LeeCB
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Message 5 of 14
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Re: Virgin Connect App

Hi David, thank you. No change though. See screen shots for reference. Thanks Lee.250D039B-22B9-4D19-A9CC-B70245C5F154.png

 

994DC7FD-1ABD-49B9-87B9-8F5DAB16EA9C.png

 

EF452752-F229-41A1-B22F-AFD688B0BC7B.jpeg

 

8F8E051F-3A68-4144-9F27-B6B09401E5E1.png

 

2CCFCF9D-A222-4B49-9932-DC82F90E7D68.png

 

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Message 6 of 14
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Re: Virgin Connect App

Thanks Lee,

 

Speaking with a colleague in the office we do believe that the current issue effecting our Webmail services as well as our Self-Care accounts may well also effect some customers abilities to log into the Connect App.

 

We're working to resolve this issue and will hopefully have this resolved as soon as possible, and hopefully we'll be able to have this rectified today for you.

 

My advice would be to try again later on today to see if this has been resolved. 

 

Sorry for the inconvenience this is causing you

 

David_Bn

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LeeCB
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Message 7 of 14
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Re: Virgin Connect App

Still waiting by the way; still not working and still no calls from Virgin - quality at its best

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Message 8 of 14
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Re: Virgin Connect App

Hi LeeCB,

 

Are you able to log into your Virgin Media online account via a web browser? 

 

Or is it only the Virgin Connect App that you are having problems with?

 

Are you able to try the Virgin Connect App on a different device?

 

Thanks,

 

Lisa_CC

 

 

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LeeCB
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Message 9 of 14
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Re: Virgin Connect App

Lisa - thank you, however I have tried the app on my wife's phone and it does exactly the same. I can log into the website just fine and also have the virgin media app where you can see your bills on my phone; this works perfectly.

As such I would suggest that this is looked into for me in greater depth by Virgin.

If they would like to call me to discuss it further then they can, however that call was already promised and never materialised.

Cheers Lee

 

 

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Message 10 of 14
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Re: Virgin Connect App

The My virgin Media sign in issues should now be resolved.

 

Can you please confirm if you were ever able to sign into the Connect App or has this always been an issue?

 

Alex_Rm

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