topic Re: Cannot view internet usage in My Account in Member Benefits and My Account

Cannot view internet usage in My Account

lemon — Thu, 11 Nov 2021 18:31:55 GMT

Anyone else having this issue? I called customer support and they couldn't answer my question. I signed up with Virgin Plus home internet last month and have not been able to see my internet usage -- for the entire month now!

All I get is this message:
Whoomp there it isn’t! It appears we have no activity to show.

Any help would be appreciated.

Re: Cannot view internet usage in My Account

VirginPlusPatricia — Mon, 15 Nov 2021 19:57:42 GMT

Hi @lemon,

Thanks for your post and The Community is here to help.

Our awesome Virgin Plus Internet service comes with a great option to track and manage your internet services. If you're rocking a Steve modem you can type http://STEVE in your address bar and if you're rocking a Valerie modem http://VALERIE , once on the page enter your administrator password. If you haven't changed it, the default password is admin.

To check your usage please follow these steps;

1.Open a web browser.
2.Type http://valerie (or 192.168.2.1) in your web address bar, and then press Enter on your keyboard.
3.Click MY USAGE.
4.The information displayed is over a 30-day period.
5.Use the predefined date ranges or specify custom ranges to display usage.

You can find useful interactive tutorials on our website here.

Check that out and let us know how it went.

Re: Cannot view internet usage in My Account

lemon — Mon, 15 Nov 2021 20:24:25 GMT

Hi, I am aware that I can login to my Valerie modem, however the usage details only shows the relative percentage used per device.

What I am looking for is the actual amount of usage (number of gigabytes) that I've downloaded and uploaded.

I have contacted customer service multiple times and they are unable to resolve my issue. Each customer service rep is telling me different things and saying how your system is down, or that I don't have access to this information because my plan is Unlimited usage. This cannot be true because my friends are on the same plan and they can see the information in My Account!

At this rate, I will have to look for another Internet service provider considering this is a basic feature of any ISP!!!

Re: Cannot view internet usage in My Account

VirginPlusAntonie — Tue, 16 Nov 2021 19:53:02 GMT

Thanks for the information @lemon,

When on the landing page of your online profile you will see the following. This is normal you will only have to press on the "View my usage" link.

The moment you access the "View my usage" section you will see the following with a 6 month trend that will let you know the amount if you hover over the diagram with your mouse.

In the instance that you do not see this, it would mean there was an error when your online profile was created and you can delete the profile and create a new one from your profile settings.

If you need help deleting and recreating a new profile let us know and we will be happy to help.

Re: Cannot view internet usage in My Account

lemon — Tue, 16 Nov 2021 20:33:58 GMT

Yes, kindly provide steps to delete and recreate my profile, as I am unable to see the 6-month trend after clicking "View my usage". Thank you.

Re: Cannot view internet usage in My Account

VirginPlusAntonie — Wed, 17 Nov 2021 12:48:15 GMT

It will be our pleasure @lemon,

Once on your MyAccount profile's landing page you will need to to complete the following steps: My profile (top left of the screen) < My services < Delete profile. You will need your account number on hand in order to register a new profile after.

When your profile has been successfully deleted click here to start a new one.

Keep us posted on the results.☺

Re: Cannot view internet usage in My Account

lemon1 — Fri, 19 Nov 2021 19:51:19 GMT

I followed your instructions - deleted my profile and created a new one. Even waited 24 hrs in case your system is slow at updating. Still unable to see my internet usage and still only seeing "Whoomp there it isn’t! It appears we have no activity to show."

Must be some issue on your end and hopefully it gets reported so it gets fixed. I don't see how there could be an error when setting up my online account; I just entered my account number and created a username/password etc. as instructed.

Black Friday is around the corner and I will be looking at other ISPs.

Re: Cannot view internet usage in My Account

VirginPlusAntonie — Fri, 19 Nov 2021 20:42:14 GMT

Hello @lemon1,

We have sent you a Private Message. Please check your Inbox, next to your Profile avatar.

Unsure of where to find your Inbox, see this link.