Sub still says “adding” on box; can’t manage stream on line

[chasrc2]

Two problems:

(1) Added subscription using stream box yesterday, still shows on the box as “adding” and can’t view it.

(2) Unable to manage stream on line; selecting view package used to show a screen with manage stream on it but that no longer exists; all it says is look at my bill but that only shows a bill and no way therefore to manage stream subscriptions on line.

[Kath_P]

Hi chasrc2, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having issues with managing your subscriptions. Once you've made some changes, it can take a little bit of time to put through. During that time, you won't be able to make further changes until it's complete. 

Since you posted a few days ago, how have things been? Have the original changes you made been done now or are you still having difficulties? 

Pop back an let us know so we can help further. 

Thanks, 

[chasrc2]

Thanks for the reply.

The new subscription no longer shows “adding” when I view it on the stream box, so that is ok.

However, I still cannot manage my stream account when I log in on line. As I said, if I click on “My Package” the next screen used to show manage stream account but it no longer does this so there is no way from that screen to manage my stream account, and I cannot see anywhere else how to do this. Is there some other way to manage my stream account on line?

Thanks

[Matthew_ML]

Sorry to hear this.

Please follow this link here it should advise you on how to add and manage your stream account. 

Let us know if you need anything else. 

[chasrc2]

No, that does not help. The link you have given takes me to a screen that has links to My Stream Plan, but all that does is then take me to the normal My Virgin Media log in screen and as I have said twice now there is no way to manage my stream account from there. Selecting My Package does not show what subscriptions to stream I have, there is now way to manage stream and in fact it does not show anything to do with my stream account at all!

Regards,

[Matthew_ML]

I am sorry to hear this, when you go to manage your account is it giving you some errors?

If so what are these errors?

What are you currently subscribed  to? 

[chasrc2]

No, no errors at all; MyVirginMedia does just not show any of my stream details or subs when I select My Package.

I can see everything from the stream box itself when choosing Subscriptions from the apps sub-menu and I can add or remove subs from there, so not entirely unable to manage stream, but nothing on MyVirginMedia when selecting My Package, which is logically where I would expect to see not just my broadband package but my stream package as well.

Thanks

[Tom_W1]

Hi @chasrc2 thanks for your reply.

Okay thank you, can you try to reset your password for My Virgin Media, and then log back in with the new password to see if this has made the page update for you?

Can you provide a screenshot please of how things look, and just make sure to blur any account sensitive info when sending across?

Many thanks