New broadband customer. Unable to register on app

[Spitroast]

I'm a new broadband customer. I recieved an email to register on the mobile app. Downloaded the app (android user) and when I enter my details it constantly results in "your account is locked, try again in 30mins".

I've tried to get in touch with someone but the help bot is infuriating! It either says offices are closed (despite the email and web page stating 24/7 support!), or it tells me to login on the app... which i can't!

Not a good first impression. How do I register on the app?? 

[Tal]

Hi @Spitroast, thank you for sahring the issue you have been facing with the app. If you have just joined us and the service is not live yet, you wont be able to access the app yet until the service is live and working.

If it's already live, then please get in touch with us here, so we can help you get access to the app.

[Spitroast]

If that's the case, why do VF send me emails telling my I have to register on the app before the live date? They even sent me a username and password telling me to login on 5th Oct when ordered, but it doesn't go live until 28th. Note, the credentials sent do not work, nor does registration. There is simply error codes that mean nothing, they could put an error message advising to register after the live date! Not very happy with the service so far and it's not even started yet! 

[Tal]

@Spitroast We're always looking to find ways we can make things easier for our customers and improve our customer service. Thank you very much for the  feedback about the email and we will send it to the team to look in to. If there's anything we can check on or make clearer too, just let us know 👉 here.

[Cynric]

Are VF still doing this to new customers? The inability to logon before go-live has been discussed for ages and VF should know all about by now.