Mobile allowances app

[Kw6]

I had an Iphone 7, cld not use the VM mobile allowances app because as soon as opened it another screen popped up saying ‘Good news you rolled over 1 gb of data’ but it was impossible to close that screen to see the allowances screen. I tried for help with this via 789 but was eventually told only affected a few phones so not doing anything about it. I’ve now upgraded to Iphone SE3 but still have same problem with the app. Surely something can be done?!

[Kw6]

There’s no x to close the screen, when try to scroll down can see button ‘awesome thanks’ and writing ‘how it works’ but when try to quickly press on one or other the screen just jumps back up. 

[Paulina_Z · Accepted solution]

Hi @Kw6,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with our Mobile App. Can you tell us what the App is called?

Can you please post a screenshot of what the error looks like? Please ensure to cover any personal information as this is a public Forum.

I'll be more than happy to look into this further for you and see what we can do to help.

Thank you.

[Kw6]

Thank you, the app is called My Virgin Media Account, this is a picture of the screen that pops up over the mobile allowances screen 

 

[David_Bn]

Thanks for coming back to us @Kw6, I have been able to replicate this same screen on my handset and when clicking "Awesome, thanks" I've been able to get past the screen.

Can you possibly try clearing the cache off the application via the settings in the handset to see if this helps combat this issue?

Alternatively, can you please uninstall and then reinstall the application on the handset?

Kindest regards,

David_Bn

[Kw6]

When try to scroll down the screen jumps back up, when try to scroll down can see the ‘awesome thanks’ black button (and underneath that ‘how it works’ in red writing) but because screen jumps back up cannot press on either of them. I’ve tried keeping my finger on the phone screen so they stay in view then quickly trying to press one of them with other hand but never can. I always keep cache cleared and I’ve removed the app and re-downloaded it many times but always is the same problem.  Can’t see how to actually delete the app, it is still in the cloud and re-downloads from there, can’t find this app in list on phone.

[Kw6]

Sorry, when I said always keep cache cleared in my reply just now I meant I double click the home button on phone and swipe up to get rid of open apps - is there another way to clear caches?

[David_Bn]

Hi Kw6, can you please attempt the following steps for me?

Settings > Safari > Clear History and Website Data

Kindest regards,

David_Bn

[Kw6]

Hi, I do that every time after I’ve been on Safari, I thought it was just Safari related, just done it again though, is there a next step?

[David_Bn]

The only other option we would have, would be to raise an IT ticket with our team.

Check out the purple envelope in the top right hand corner and we can take a closer look into this for you.

Kindest regards,

David_Bn