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Issue Linking Virgin Media Account to Virgin Media O2 ID Account.
Below taken from a previous discussion on this forum but as it's the exact same issue and they explained it well I've stolen it. Hi all - hoping posting here can shed some light on this whole process. I am a new customer with virgin media, and have just been sent all the emails through with my contract etc. on the email address I used to set up the account. The emails said to set up the My Virgin Media account, so I clicked the link and registered my Virgin Media O2 ID account. It then said to link that account to my Virgin Media account, however when I did so, it said that the email accounts don’t match, even though I used the same email address for both: “We’ve found your Virgin Media account However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID. If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to. We’ll then send an email to that email address to approve the transfer.” So I put my email in (the one from which I received all emails about my contract setup), but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. It gave me five attempts to put my email in and the same error message came up each time - I now have one attempt left and don’t want to use it in case my account gets blocked. Please could anyone advise on what I’m doing wrong or if this is a glitch or something?? It’s a bit of a niche problem I think, and I couldn’t find anything on the FAQs! I feel like I’m going insane because I’ve checked the email so many times to make sure there are no typos or anything but it’s still not working!linking virgin media account to virgin media O2 ID account
Hi all - hoping posting here can shed some light on this whole process. I am a new customer with virgin media, and have just been sent all the emails through with my contract etc. on the email address I used to set up the account. The emails said to set up the My Virgin Media account, so I clicked the link and registered my Virgin Media O2 ID account. It then said to link that account to my Virgin Media account, however when I did so, it said that the email accounts don’t match, even though I used the same email address for both: “We’ve found your Virgin Media account However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID. If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to. We’ll then send an email to that email address to approve the transfer.” So I put my email in (the one from which I received all emails about my contract setup), but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. It gave me five attempts to put my email in and the same error message came up each time - I now have one attempt left and don’t want to use it in case my account gets blocked. Please could anyone advise on what I’m doing wrong or if this is a glitch or something?? It’s a bit of a niche problem I think, and I couldn’t find anything on the FAQs! I feel like I’m going insane because I’ve checked the email so many times to make sure there are no typos or anything but it’s still not working!Linking Virgin Media O2 ID and Virgin Media account
I’m a new customer trying to setup my Virgin Media so I can access some services prior to my broadband arriving. I registered for Virgin Media O2 ID using the same email address to which all the emails regarding the contract and so on were sent to. After typing the correct last name, account number and area code, I then got this message, We’ve found your Virgin Media account However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID. If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to. We’ll then send an email to that email address to approve the transfer. Enter full email address The email address I entered is the same email address to which the contract was sent to (which I thought was the email linked to my Virgin Media account?) and I keep getting a message saying that the email addresses don’t match. I’m really stumped on what to do, so please advice/help would be greatly appreciated!Unable to log in to My Virgin Media
I have tried to log in to My Virgin Media as an existing (customer) 5 minutes ago on my laptop but a screen now appears that requires me to sign in or register for Virgin Media O2. I have entered the email address that I was forced to use last time I had an issue with my router, not my usual virgin media email address which is no longer recognised by your system, but another that I had to create so virgin media could ensure it was me. Now I am unable to access that secondary email address with the link that you have sent to that email address so that I can sign in or register for Virgin Media O2?????????????????????????????? What is going on and why can I no longer access My Virgin Media account as an existing customer? John (Account number REMOVED) [Mod - account number removed for security]Cancel paper billing
Hi all, I have followed all the online instructions, but there doesn't seem to be any option to cancel VM paper billing when logged into the VMO2 website. Most of the guides online refer to My Virgin Media, but those instructions don't apply to the newer https://www.virginmediao2.co.uk/ site. Would really appreciate if someone could let me know how to do this. Thanks in advance.Cannot login to My Virgin Media or Sky Sports
What on earth is going on? Tried to watch England v India cricket finale yesterday on Sky Sports app, but could not login. Just asked me to enter my email address (not sure which to use as Tesco is s my old one and is now dead and Gmail my one registered with you, but not my username)? Entered Gmail, got a link to click on, said my email address was verified and then just exited that page but did nothing else. Same process happens with My Virgin Media, very frustrating and not what I pay for. Any compensation due? Virgin, please sort this out asap.
'Charge' for 'non return of faulty device' taken away by technician & billing info not promptly updated
Over the last 10 days or so, I have been receiving repeated emails and SMSs notifying me that a £70 charge has been applied to my account. The charge applied refer to the non return of a faulty Set Top Box which was actually taken by a Virgin Media engineer on the 9th May 2025 whom I have his first name and ID number. On already 3 occasions, I have contacted the agents via WhatsApp whom they agreed the fact that the aforementioned box was indeed taken by the engineer and removed the £70 charge in due course, yet I am still receiving repeated reminders and my bill due for 4th August still contain the £70 charge causing me great inconvenience. The problem started at the beginning of last May, the main VM360 setup box was failing to run some apps including Netflix, Prime Video & Apple TV+ resulting with error codes such CS2400 in which I initially resolved by rebooting the main device until it became worse that it no longer booted up at all. I also have two smaller devices situated in other parts of my house and they worked perfectly fine. On this occasion, this was resolved by VM's remote engineers and the main box was back up and running after liaising with the VM agent on WhatsApp. This was on 2nd May 2025. Unfortunately, 4 days later, the problem resurfaced and it was agreed via WhatsApp that a replacement box will be sent to me so I can install it as I have done a few times over the years. The replacement box arrived two days later but it was a smaller mini box not the Main 360 box. Yet again, I had to contact the VM help centre via WhatsApp. Bizarrely, they said according to their details, a 360 box was provided but it was actually a mini box which I believed they had sent the wrong device. Eventually they arranged a technician to visit the next day in which upon arrival he fully confirmed the replacement box was indeed the wrong device which was where I believe the help centre failed to provide the correct equipment internally through miscommunication. Thankfully the technician had a replacement 360 box and dutifully installed it as well checking the other boxes in which we were able to access full streaming services. The old faulty 360 box and the wrong device (mini box) were taken by the technician. That was it until two months later on 5th July I had an SMS, notifying me that I had yet to return the faulty 360 box with the pre paid returns packaging that came with the wrong device but it was collected along with the faulty and wrong devices by the technician who came two months earlier. A charge of £70 was to be added onto my next bill this coming August. I immediately contacted the help centre via WhatsApp. On this occasion, Abhishek the agent said he confirmed that I was correct and successfully applied a waiver credit on my account £70 and would be updated in 24 hours. I thought that was done and dusted. Yet, two days later, I had another SMS again saying the same thing, I must 'return the equipment' or receive the £70 charge. Again, this time by Deepak, after checks at their end, I was assured the £70 need not apply. Then last Friday night a monthly email came from VM informing me of the next upcoming bill to be paid on 4th August and it includes the £70 charge! I contacted VM again and another agent, Jessi after I while being unhappy with the ongoing issue told them over and again that the 'non returned device' was collected & taken by the technician whom I gave them his name & ID number, said he amended the bill back to £126 down from £196 and my billing information adjusted within 72 hours. I told the agent that if this carries on I will make a formal complaint that the help centre team are not meeting their full obligations due to their inefficiency and duty of care to their customers. Guess what? 48 hours later, yesterday, another SMS came with the same message and the bill has not changed back to £126.** and is still the same as of now while checking My Virgin Media account online. I haven't contacted VM via WhatsApp yet which compelled me to post here expecting a swift resolution with a more responsible VM agent via the VM Community. The WhatsApp help centre have failed me on a number of occasions by sending the wrong device while dictating it was the 'correct one' sent and most of all not updating my billing information accordingly and swiftly. I have attached screenshots below of my latest email, billing info, last WhatsApp conversation and latest SMS. I will NOT rest until this is fully resolved.
