Forum Discussion

EH1960's avatar
EH1960
Joining in
21 hours ago

Account showing as closed

I’ve just moved house and naturally brought my Virgin Media with me however, since I’ve moved although my services are all up and running, when I go on the My Virgin Media app it’s showing as account closed and likewise I’m not able to access the Virgin Connect app. Any ideas guys?

4 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    21 hours ago

    Hi EH1960​ 

    I hope you are settling into your new home.

    Virgin Media systems always create a new account for home moves. (When a customer moves the account number changes, the account number sits with the property and not the customer)

    It's possible that you can't access the Connect app because it's using the email address from your old property.

    Homemovers should have created a  process called 'Move and Transfer' which would move over your current email address (es) to the new account and also update My Virgin Media allowing you to continue as before the home move.  

    If this is the case then a member for the forum team may be able to process this for you. however it may take a couple of days before they pick this up for you.

    • EH1960's avatar
      EH1960
      Joining in
      7 hours ago

      Thank you for the reply. I wasn’t aware of a process called ‘move and transfer’ I merely followed the instructions online, was first connected to a chatbot and was then transferred to a customer service agent who handled everything from there.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        17 minutes ago

        Hi Ernest, 

        Thanks for coming back to me on this. It looks like you missed out some information that I requested in my message. Can you also confirm the old address and the new address please?

        Kath - Forum Team

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    19 hours ago

    Hi EH1960, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    Apologies to hear that since moving home, you've not been able to access your My VIrgin Media. As mentioned by newapollo, when you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox.  😊

    Thanks,