Cannot link account

Hello MClayton18,

Sorry to hear of the issues experienced with linking your accounts on the new VMO2 ID, we appreciate you raising this via the forums and welcome to the community.

Can you elaborate on what happens when you try to link the accounts? Have you services been installed and activated? At Virgin Media O2 we’re on a journey to become one company, and right now we’re changing the way our customers manage their Virgin Media and O2 accounts online.

The first step is to help our customers create a set of sign in details that we’ve called a Virgin Media O2 ID. To set up your Virgin Media O2 ID, you’ll simply use your email address and then choose which authentication method you’d like to use to sign in (like a password or passkey). From there you’ll use this single set of credentials to sign in to any Virgin Media and O2 online spaces, instead of separate Virgin Media log in and O2 log in details.

You can also register for a Virgin Media O2 ID even if you’re not with Virgin Media or O2.

A Virgin Media O2 ID replaces the need to create separate Virgin Media sign in and O2 sign in details for Virgin Media and O2 online spaces.

If you have a My Virgin Media or My O2 account and haven’t set up your Virgin Media O2 ID yet, when you sign in to these spaces, just enter the email address you’d usually use to sign in. We’ll then ask you to create your new ID.

Otherwise, head to any of our sites and tap Register to sign up and create your Virgin Media O2 ID.

I have recently signed up and when I created an account I had to make a Virgin Media O2 ID. However, since then when I have tried to link my Virgin Media account to my Virgin Media O2 ID so I can access services for my package online it keeps making me enter my email address for My Virgin Media account when I signed up. While trying to link the accounts it states: 

"We've found your Virgin Account. However this account is linked to an email address that is different to the one on Virgin Media O2 ID."

This is the not the case as my Virgin Media and Virgin Media O2 ID are the same email address. When I correctly enter my email address in full, it then has an error message stating my email addresses doesn't match. I do not know how this is the case as they are the same email address. I have tried this today and yesterday and keep getting the same error message. 

Please can you help fix this issue. 

I am having the same problem. Tried calling customer service but waited too long and gave up. Does anyone know a solution?