Virgin Media Community

[matt28]

The app says I’m not setup for broadband but I’m a m350 customer. Like most experiences with virgin this used to work and now fails. 

[lotharmat]

A few people have had success by uninstalling and then reinstalling the app.

[Alex_RM]

Hi matt28,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues with the app, have you tried uninstalling and reinstalling as lotharmat has suggested?

Alex_Rm

[matt28]

I have not tried this yet. 
I have about 100 apps on my phone that do not require a reinstall. Why does virgin think it is acceptable to release an app ( or a router) that requires reinstalling?

[Alex_RM]

I appreciate this is frustrating matt28.

As much as we try to offer a fault free service, we can't guarantee this. 

If you can please try reinstalling it to see if this helps.

Alex_Rm

[matt28]

I realise there are no guarantees. 
based on my experiences though the virgin app is in the bottom 1% for reliability. The fact that you have a whole community of unhappy customers is further evidence of the lack of consideration for customers experience. Can I have a phone number that connects to a human being?  I’ve already been refused that request but I’ll ask again. 

[lotharmat]

I think if you are looking on a support forum; you will always get an impression that things are terrible with a product or service. - If you looked at macfixit.com you'd be forgiven for thinking that Apple make shocking products (I'm not a fan, but acknowledge that they are generally well-made and reliable)

It is the same for VM - yes, they have their issues and some people have got shocking service but overall as a % of satisfied customers; I'd wager that over 99% are happy!

But that is why these forums exist - and most do get rectified!

[Alex_RM]

If you do prefer to speak to us you can reach us on 150/ 0345 454 1111.

Alex_Rm