Forum Discussion

Stephenmummery's avatar
Stephenmummery
Tuning in
8 days ago

Linking Virginmedia to O2 accounts

I have had an interesting hour and a half discussion with Virgin Complaints team. As you know they now have a Virgin/O2 website linking your Virgin account with your O2 account.

However, there is an issue. I can no longer sign into my O2 account, The reason is that my Virgin media sign in  is different to my O2 registered sign in. Unfortunately the Viginmedia sign in is the same as the sign in on O2 for a telephone account my grandaughter uses( I pay the bill). When I try to link accounts they want to link my grandaughters account to my virinmedia account which I do not want because I would not be able to access  my O2 account but only my grandaughters!!! There is no provision to link to another telephone number.  

If I try to change the email address it will not let me. It sends me round in circles.

They have referred the matter to their IT department but it seems they have at least a 15 day delay!! VM also say they will not contact me but I will have to try after 15 days to see if I can link my telephone number to my VM account. If not what happens? I as the customer am not able to see my O2 account because of actions taken by VM.  Not satisfactory at all. Another case of unforseen consequences leading to customer dissatisfaction.

Is my problem a common problem?

 

4 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    7 days ago

    Hi Stephenmummery 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns with linking your O2 and Virgin Media accounts. 

    In this situation, we recommend contacting O2 as this may be down to what accounts/numbers are linked together. We wouldn't be able to see that information on our side, so O2 would be the point of contact to double-check that the O2 account/numbers you have are linked under one account or if they are separate, which may be what has caused this confusion. 
    Keep us posted with how you get on. 

  • Stephenmummery's avatar
    Stephenmummery
    Tuning in
    7 days ago

    Thanks for your reply.I tried to sort it out with O2 and in the end they referred me to Virgin. O2 link thier accounts to the email log in on Virginmedia. That is where the problem is because when you seek to link the two the only option is the account  of my grandaughters telephone number because the email used on that account is the same as my email to my virginmedia account!!! O2 say they cannot change my log in to O2 and when I enter my O2 email into the virgin/O2 website it comes up as not being a valid virginmedia email address, which is correct because I had to change it following a hacking incident.

    What needs to be done is to change my grandaughters O2 email account address to another and then change my O2 account address to that at present used by the account of the phone used by my grandaughters account. The problem is I do not seem to be able to reach the right person or department that can make the changes.  Any suggestions?

     

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      5 days ago

      Hi Stephenmummery 👋

      Thanks for getting back to us! There's a bit of general help information on VMO2 ID's here 👉 https://www.virginmediao2.co.uk/help/identity 👉 https://www.virginmediao2.co.uk/help/identity/associated-accounts 👉 https://www.virginmediao2.co.uk/help/identity/register-or-sign-in

      In terms of getting the email address for each login updated, you should be able to do this by logging into the O2 account and changing which email address you are using (via the O2 login). 
      Sadly we can't update email addresses for VMO2 ID logins via any of our digital support channels, so if you need us to update the VM login for you, please give the team a call on 📞0345 454 1111 or 150 from a VM landline and they can assist further. 

      Let us know how you get on! 🤞

       

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      5 days ago

      Try this ?

      Get a new Gmail account for your GD.  Once done, can your GD logon to her O2 account and change the email from "yours" to the new Gmail one.  Once done wait a day and see how it affects your VM logon?