Forum Discussion

serhattas's avatar
serhattas
Joining in
11 months ago

Brodband account problem

Hello,
I switched to Virgin Broadband recently. There was one unsuccesful and one successful installation attemps. Apparently Virgin created 2 accounts  21xxxxx (not in use)  and 19xxxxx (active one). I wasn't aware of the 19xxxx account until I got the bill. The problem is both accounts are assigned to same email and I can only access to 21xxxx (not in use) account online. I called Virgina and had a long conversation, told the guys to either close the inactive account or remove/detach my email from the inactive or active account. They said they are going to do it, I will be able to login in 24 hrs. Nothing happened. I had 3 different conversation on whatapp, each at least 25 mins long (after waiting more than an hour for a message) in each of them agents told me in the end they did necessary changes and I will be able to access to my active account online. It didn't happen. I cannot access my active account with my email, I cannot use a new email to re-register as it always falls back to other account when I try to sign up. In my mind I am thinking how hard can it be to change user email or delete an inactive account?  Can anyone point me to the right direction to solve my account issue?
Thank you very much. 

  • Hi serhattas 

    Welcome to the community forums 

    Sorry to hear you're having issues with your online account and have not been able to get this resolved when calling.

    If you were to try and register for your account here can you advise what happens please?

    Have you had a Virgin Media service at a different address than your current one that was just installed?

  • Hello Carley. 
    Thanks for the response. It gets pretty confusing but bare with me. 

    I have an inactive account 21xxxxx. When I login using my personal email, I see this account. Obviously there is nothing there. It says "Hi, it looks like you’re new here" etc. 

    I have the active account which I know only because I got a bill. 19xxxxx (active one). I have no means to access it. I tried to register a new account for this one with my personal email. It didn't happen. Even if I entered the active account number 19xxxx, it says "We found you" and redirected me to the accound page of inactive account. 
    Thats why I was callling and/or chatting Virgin Media agents. They couldn't resolve it. 

    I was advised to use another email account to resigter a new Virgin account for 19xxxx. It as a good idea. When I tried to it, I enter my work email (different from the personal one), I enter the active account number 19xxxx nd area code etc it says "We found you" and shows my personal email adress and redirects me to inactive account 21xxxx. 

    I though maybe Virgin added my personal email to both account numbers. I am not sure if I can have multiple accounts with the same email address. My thinking was, when I try to login with my personal email, there is a race condition and it always logs me in to inactive account. (might be a silly thought). In my numerous attampt I couldn't make the agents close the inactive account and delete my email from the inactive account. 

    Then I thought, I can maybe change the email in the inactive account since I have access to it. I logged in to inactive account, changed my personal email with my work email. It said I should verify my new email address. I didn't get any verification emails. I clicked on send again 2 times more then it started to say "You have a email change request, Please find the email we've sent you and verify your email.  It is like a joke. That avenue is blocked as well. 

    No, this is the first time I am using Virgin Media service. 

    Thank you. 



    • Paul_DN's avatar
      Paul_DN
      Forum Team

      Hi serhattas,

      So I can try to help  I will send you an invite into a private chat, please look out for the white envelope to accept.

      Regards

      Paul.