Forum Discussion

igubianasb's avatar
igubianasb
Settling in
15 days ago

Cannot link accounts - new customer

Hi there,
I’m a new Virgin Media customer and last week I got all the emails confirming my contract, sent to the email address I used to set up the account. One of the emails told me to set up my My Virgin Media account, so I clicked the link and created my Virgin Media O2 ID.
When I tried to link it to my Virgin Media account, I got an error saying the email addresses don’t match — even though I used the exact same one for both. The message said:


“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.”


I tried entering the same email I’ve been receiving all my Virgin Media emails to but it keeps telling me it doesn’t match. I’ve now run out of attempts.
Can you help me figure out what’s going wrong and how to fix it?


Thanks!

7 Replies

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

    Hello iguibianasb

     

    Sorry to hear of the issues linking your account to your recently set up VMO" ID, we appreciate you raising this via the forums.

     

    Can you confirm if the installation has taken place and the services are active? This can cause issues with the setting up on the accounts and having something to link the VMO2 ID to.

    • igubianasb's avatar
      igubianasb
      Settling in
      15 days ago

      Hi, yes everything is active and internet is working at home, yet this is still coming up

       

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

        Hi igubianasb, thank you for your response.

        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

  • Chloe2398's avatar
    Chloe2398
    Settling in
    15 days ago

    I am also having the same issue! Would very much appreciate if someone could get in contact. 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      15 days ago

      Hello Chloe2398,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having linking your accounts together. 

      Please can you confirm the exact issues that you're experiencing and provide any screenshots if possible? Please be sure to hide any personal information on the screenshots.

      Kind Regards,

      Steven_L

  • igubianasb's avatar
    igubianasb
    Settling in
    6 days ago

    Hi there,

    I posted this message a week ago and no one has helped me yet. Hope this time it actually leads to something.

    I’m a new Virgin Media customer and last week I got all the emails confirming my contract, sent to the email address I used to set up the account. One of the emails told me to set up my My Virgin Media account, so I clicked the link and created my Virgin Media O2 ID.
    When I tried to link it to my Virgin Media account, I got an error saying the email addresses don’t match — even though I used the exact same one for both. The message said:

    “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.”

    I tried entering the same email I’ve been receiving all my Virgin Media emails to but it keeps telling me it doesn’t match. I’ve now run out of attempts.
    Can you help me figure out what’s going wrong and how to fix it?

    Thanks!