Can’t sign in and Virgin Media can’t fix it.
Since link up with O2 signing in requires revalidation of user name and password. Won’t accept my current VM email (tells me it is invalid despite the fact I have used it every day for the past eight years). My user name is my old email address that I had to use to sign up in the first place. This is now extinct so I can’t receive their security code. Have called their technical people twice and spent up to an hour on the phone with them. Can’t fix it; they raised a ticket and said they would get back but never did. Will probably have to change provider when my existing deal runs out.
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Live chat
Hideous experience where the app keeps freezing and it does not allow you to write proper sentences.
I’ve tried to speak to somebody twice this morning and it’s just a joke. I couldn’t even get through confirming my details.
I’ve tried to speak to somebody twice this morning and it’s just a joke. I couldn’t even get through confirming my details.
Not able to log in
Was able to log in at first but now both the VM account and this app will not log in at all. Cannot log in via the website either. Customer service is also pointless
Joke of an app
Absolutely a joke of an app waint let me log in
All buttons lead to bot chat.
Seems what I ver I do I end up on the bot chat help page. At least I get to practice my typing skills. Nothing else works, including the possibility of having a chat to a real person who might actually be able to understand & resolve the problems.
Customer service mistake
’m updating my review with additional information. Initially, I believed I was eligible for Volt benefits because an adviser told me I was and said activation would be completed within 36 hours via email. No email arrived, and I spent considerable time trying to find information through the app and website.
I have since spoken with another adviser who was much more helpful and clarified that my current Essential Broadband Plus package is not actually eligible for Volt benefits.
While I appreciate the adviser who eventually resolved the issue, the customer journey remains poor. The app and website did not make eligibility clear, links often redirected me elsewhere, and different advisers provided conflicting information.
My criticism is not about being ineligible. It’s about how difficult it was to get a consistent answer. A simple eligibility checker and clearer information within the app would have prevented a lot of confusion and wasted time.
Credit to the final adviser for resolving the matter correctly
I have since spoken with another adviser who was much more helpful and clarified that my current Essential Broadband Plus package is not actually eligible for Volt benefits.
While I appreciate the adviser who eventually resolved the issue, the customer journey remains poor. The app and website did not make eligibility clear, links often redirected me elsewhere, and different advisers provided conflicting information.
My criticism is not about being ineligible. It’s about how difficult it was to get a consistent answer. A simple eligibility checker and clearer information within the app would have prevented a lot of confusion and wasted time.
Credit to the final adviser for resolving the matter correctly
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Gob smacked
Been with virgin media for years but the apps are useless.
I can never sign in, keeps throwing me out
Absolutely useless
Not happy!!
I can never sign in, keeps throwing me out
Absolutely useless
Not happy!!
12 factor authentication for a terrible app
App is clunky, constantly takes you between the app and browser. Hard to log into. Many pages are circular links that don’t navigate back to the top menu. Terrible
Why bother ?
App is poor company constantly focused on a profit driven measures latest one making people pay for an email address if I had option I’d leave I’m stuck as only local provider full fibre is them. O2 used to be a good company but their signal is shocking. Family member tried rival signal everywhere to stop people leaving you have to ring to do it rather than focusing on a great product and customer service. My advice stop being focused purely on profit let product speak for itself improve customer service and take app away and fix
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Can’t find …
Recent email from Virgin Media says I can check my WiFi’s connected devices by going into the My Virgin media app and looking on the My devices section. I cannot for the life of me find the My devices section! There is no search facility on the app.
Absolutely disappointing
The APP is appalling !! What a waste of time trying to sign into account
Not able to log in
Terrible app, not able to log in for a couple of months and the issue still goes on.
Unable to Login
I have been experiencing persistent issues logging into the My Virgin Media app for several months. Whenever I successfully sign in, I am immediately redirected back to the login screen. Attempting to sign-in again then results in an error pop-up appearing for a fraction of a second and then disappearing.
I have already contacted Virgin Media customer service to report this issue, yet the problem continues to persist without any resolution. This has become extremely frustrating and significantly affects my ability to access and manage my account.
This issue requires proper investigation and a permanent fix. I strongly urge Virgin Media to investigate this as a matter of priority, as customers should not be experiencing such a long-term problem.
I have already contacted Virgin Media customer service to report this issue, yet the problem continues to persist without any resolution. This has become extremely frustrating and significantly affects my ability to access and manage my account.
This issue requires proper investigation and a permanent fix. I strongly urge Virgin Media to investigate this as a matter of priority, as customers should not be experiencing such a long-term problem.
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Terrible
Very frustrating experience with the Virgin Media app. It is already difficult to get through to customer service, and when you finally manage to speak to someone, the chat suddenly becomes inactive or disconnects while you are still trying to resolve your issue.
It feels like the chat is being closed at the most inconvenient time, leaving you having to start the whole process again and repeatedly provide your details.
Customer service should be easier to access, and customers should not have to waste so much time trying to get help. The app and customer service chat need significant improvement.
It feels like the chat is being closed at the most inconvenient time, leaving you having to start the whole process again and repeatedly provide your details.
Customer service should be easier to access, and customers should not have to waste so much time trying to get help. The app and customer service chat need significant improvement.
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horrific doesn’t work at all.
can’t login no matter what i do. just crashes constantly for months.
Good concept, unusable app
In theory, the app is great giving access to everything in your account etc. however there are multiple issues that make the app ultimately unusable. If you navigate away from the app for a second to simply check something (eg entering payment details), the app will reset meaning everything is lost. This is particularly frustrating when speaking to customer services as it completely exits the chat you have open with them. Once you get into account settings, it becomes a maze and will redirect you back to the same page rather than doing anything logical
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A confusing user experience
I’m so lost by your partnership with o2. When you first merged it made logging in a nightmare and there’s so many bugs and dead ends in the app of where Virgin stops and o2 starts I can’t make any sense of it. With rewards, I’ve no idea if I’m eligible for priority as I tried to download the app but already had an old o2 account, then the email button links go to “404 forbidden” pages and it doesn’t seem I can access any Virgin media rewards without having the o2 priority app…? I think it needs a lot clearer sign posting and messaging across the app of how this merge works as it’s so of putting at the moment and I don’t feel like a true Virgin Media member.
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Never move house with them!!
We have phone & broadband, all works well until you move house. They changed our home number even though we are in same village and they said they would port it. 3 weeks, 3 calls later, including one by the installation engineer and still no porting of the number. Also closed the account and opened a new one despite no changes and the home move team telling me everything would just switch over, now can’t get into the app for the new account as says email is linked to another account (the closed one!!). When you do get through to someone it is clearly not a UK based call centre as you can’t understand what they are saying (low sound) and they struggle to understand you. Still nothing sorted and promises of call backs but nothing ever materialises. They are hopeless.
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Can’t handle passkeys
I have a passkey set up for my account which works fine on the browser however the app is unable to verify it. If I try to log on by verifying an email, the act of checking the email sends the app back to the start.
Terrible app for 2020s
Very hard to use app - parts of it were designed years ago and never updated. Any short task will take extra time because of unnecessary long loading screens. It’s almost impossible to setup up direct debit as every time you need to copy your account details from banking app VM app will reset information you already entered.
App stuck somewhere in 2015
App stuck somewhere in 2015
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