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Can't find my account as it says my mobile number is not valid

I have a PAYG virgin mobile but after looking at the my account app it says my balance is -20.41...how can I owe anything on a payg mobile? But when I try to find my account it keeps saying my mobile number is not valid? Can someone help me please...I'm going round in circles 🙁

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confirmed by Emmamcc12
a week ago

Re: Can't find my account as it says my mobile number is not valid

I hadn't thought to try ringing 789 but it says my balance is 9p? I signed up over the phone a while ago when I got my new number but I already had a virgin account as I also had a previous virgin mobile so there should be 2 separate accounts but can't get it to recognise either numbers or email addresses. So will it be ok to top-up do u think...I didn't want to try incase it took 20quid off me first. I've still got my allowance to use but need to top-up in order to get next months allowance.

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Registered: ‎28-11-2015
Message 2 of 3 (306 Views)

Re: Can't find my account as it says my mobile number is not valid

Hi Emmamcc12,

 

strange.....

Do you already have an online account: https://mobile.virginmedia.com/ecare/login

Or are you trying to register: https://mobile.virginmedia.com/ecare/registration?execution=e2s1

When you dial 789 to listen to your balance does this also give a negative amount?

 

AlexKid :-)

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Answered your question? > click 'Mark as Helpful Answer' also.

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Message 3 of 3 (598 Views)
Helpful Answer
confirmed by Emmamcc12
a week ago

Re: Can't find my account as it says my mobile number is not valid

I hadn't thought to try ringing 789 but it says my balance is 9p? I signed up over the phone a while ago when I got my new number but I already had a virgin account as I also had a previous virgin mobile so there should be 2 separate accounts but can't get it to recognise either numbers or email addresses. So will it be ok to top-up do u think...I didn't want to try incase it took 20quid off me first. I've still got my allowance to use but need to top-up in order to get next months allowance.

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