Forum Discussion

Bouedo44's avatar
Bouedo44
Tuning in
2 months ago

Account access

I have now been without broadband since I left my old property on the 25th September. 

I used the move house facility on the app and was told it was available here and that an engineer installation was required. 

They were due to connect be in the 6th October but due to a fault at their end it didn’t happen and the rescheduled installation for the end of October. 

My old account has been closed as of the 5th October and I have been billed for the period 25 Sept - 5th Oct despite having no access to services.  My Virgin Media app shows little information. 

I have been given a new account number but I can’t register my new account it keeps taking me back to my old details. I’ve been told I can’t use the previous email address so I have to have yet another email address but I already have at least 3 addresses. 

Can admin please help me sort out access to My Virgin Media? 

5 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Bouedo44,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue with your account. 

    We can certainly take a look into this for you. 

    I will private message you now to confirm your details. 

    ^Martin

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    If VM are billing you during the changeover period, you will be entitled to compensation on a daily basis for the loss of service.

     That will be a lot more than your monthly rental. 

  • Bouedo44's avatar
    Bouedo44
    Tuning in
    2 months ago

    Thanks! I was made aware of this by the  complaints team - it’s supposed to be automatic but I met one of my new neighbours yesterday who had to chase for compensation - they were 4-5 months getting their broadband finally sorted! 🙁

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Please do respond to the DM we sent; sorry for the confusion and for any trouble caused.  Please reply to the DM previously sent and my colleague will reach out when they can. 

  • Bouedo44's avatar
    Bouedo44
    Tuning in
    2 months ago

    I gave in and created yet another email address so I could set up the My Virgin Media App! 

    I am still without broadband since the 25th September! The engineer came on the 28th October but couldn’t install the cable due to a blockage in the cabling out in the street. So I had to wait until the 3rd Nov for an external team to sort it out! 

    The engineer was scheduled to come back on the 13th Nov but they have moved this to the 10th Nov! Unfortunately i am not here that day as i am having an eye operation and wont be home until 3pm. So now i am trying to change that date yet again!! I don't know why they cant call to discuss dates instead of just booking it - thats twice now they have allocated dates when I won’t be in!