Re: Cannot link accounts - new customer

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!