Forum Discussion

malik2's avatar
malik2
Settling in
17 days ago

Account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

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! 

 

 

I copy and pasted someone else’s message but I’m having this issue and felt like it was no point explaining it worse 

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11 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    16 days ago

    Hello malik2

     

    Sorry to hear of the issues linking your Virgin Media and O2 accounts for the single sign in, we appreciate you raising this with us via the forums and welcome to the community.

     

    We have a help page set up here to assist with the set up issues, take a look over the FAQ's and let us know if they help with resolving the query. When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account
    • Follow the on-screen instructions

       
      • CoLoJePa's avatar
        CoLoJePa
        Just joined
        15 days ago

        I'm having the same issue. I've been trying to sort it for two weeks.

  • Chazza1's avatar
    Chazza1
    Just browsing
    5 days ago

    I'm also having the exact same issue.

    Signed up for a new broadband subscription yesterday using my email address, received all the welcome and contract emails etc as expected to that email address.

    Then I went to register for a Virgin Media 02 account using the SAME email address, but I was then prompted to link an account, which from Robert P's post above is not expected behaviour. Then, when I tried to manually link the account I got the "email address doesn't match" error, even though I'm using the same email address. I've already received emails for both the broadband purchase and the VMO2 registration process to the same email address, so it's obvious there is a fault with your process somewhere, and seeing as other people are also having this issue, it was clearly caused by an update you made recently on the backend.

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

      Hi Chazza1 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

      We're sorry to hear you're having the same issue 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel

      • Chazza1's avatar
        Chazza1
        Just browsing
        5 days ago

        I followed this solution that someone found to the problem (basically using the old registration system that isn't completely borked):

        https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

        I now have my Virgin Media O2 ID linked to my Virgin Media account linked and I'm able to see the order status.