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Overcharged on new contract, impossible to contact customer service
HI, I'm at my wits' end here. Been with VM ever since they took over NTL, didn't think customer service could get any worse, but now it's just impossible. I won't go into all the details of dud links, phone cut-offs etc – just the main point that I agreed a package and price for a new contract, received documents both for that price and for a higher one, got assurances on chat that I had the lower price – then got a bill showing a higher charge and also an extra charge I hadn't been informed about. Please, any help sorting this out would be greatly appreciated. Thank you.36Views0likes1CommentRe: VM Connect: 'can't connect to server'
Thanks for the suggestion. In fact I resolved the issue by confirming speed of <30Mbps while on the phone to an agent. She placed the order and I received the pod today, 3 working days later. It seems to be doing the job. If anybody else needs a pod but can't get the VM Connect app to work, I'd suggest sorting it out by phone. And deleting the useless app.383Views0likes2CommentsRe: VM Connect: 'can't connect to server'
Hi Alex and apologies for not checking my VM email spam folder, where the notification of your message was sent. I don't have another device I can use, but as I've said in my reply above, I've been promised a wifi pod by a customer service agent.516Views0likes4CommentsRe: VM Connect: 'can't connect to server'
Thanks and sorry for the late acknowledgement – VM email sends my Community notifications to spam! I don't have Private Relay enabled, but thanks for guiding me to check. In the end I phoned customer support and went through it all with an agent who ended up as baffled as me. But he offered a simple fix: sending me a wifi pod, which I qualify for under my contract, without going through the VM Connect process. A verbal promise like the ones you warn about, but I did get him to put a note on my account about it, so we'll see ...515Views0likes0CommentsVM Connect: 'can't connect to server'
Hi, I'd like to use the VM Connect app on my iPhone to help tackle weak wifi signal strength in different rooms, but I can't get the app to work. Every time I go through the sign-in screens, I get a message saying 'Sorry. We couldn't connect you to the server. Please try again in a moment.' I then get a message saying 'We can't seem to identify you right now. Please sign in again'. I can however sign into VM on my laptop using the same email address and password. I've tried deleting and reinstalling the app. Someone else posted a query about an almost identical problem some months ago, but it seems not to have been solved. Any help would be very much appreciated; thanks.779Views0likes8CommentsRe: Virgin Media Connect App not connecting
Hi, I have the same problem, though on iOS. The login appears to work, but then I get the 'we can't connect you to the server' message. I've tried deleting and reinstalling. I can log in to MVM on web with the same details. Any suggestions gratefully received, as I won't be getting the time I've wasted yet again on flaky VM login back 😞 Thanks325Views0likes0CommentsRe: Accessing secondary email via webmail
I got another voice message today, from the 2nd-line team, asking me to call back. I did, and got the 'thank you for calling, we'll call you again if we need to, bye' message. It's hard not to think VM is just trying to find ways of winding its customers up, instead of providing them with support.709Views0likes1CommentRe: Accessing secondary email via webmail
Hi Zoie A sort of update: the issue still hasn't been fixed, but I got a couple of voicemail messages from a VM agent today. Unfortunately I could not understand them at all, although I've listened to them repeatedly. Something like this happened before. It's not even like I could call back to ask them, since the number logged was the main VM one. Something like this happened a few weeks ago. Is it a team ticking a box so they can close the ticket? The lack of written communication about issues like this is one of the worst features of VM customer services. So frustrating! Best wishes Marek752Views0likes3Comments