Forum Discussion

Bouedo44's avatar
Bouedo44
Tuning in
11 hours 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? 

2 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 hours 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. 

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    8 hours 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