Forum Discussion

Mia_lll's avatar
Mia_lll
Just joined
12 days ago

Cannot link my vm account to vmo2 id as email address do not match

new customer to virgin media on 17/07/2025. Failed to self installed the quick start kit and can not arrange the installation via phone. The only hope is my virgin media app and it’s not working either!

 I registered a vmo2 id and try to link my vm account, but it says:

“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 entered my only email address and it appears that “Email address doesn't match. ”  

now I am out of WiFi for two days with no possible solution!

please help asap

 

2 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    12 days ago

    Hi Mia_lll,

    Thank you for your post and welcome to the community. 

    We're sorry to hear about your installation issues. We can certainly look to help with this. 

    I will private message you now to confirm your details. 

    ^Martin

  • KLB19966991's avatar
    KLB19966991
    Just joined
    7 days ago

    i actually have the same issue, seems to be a mass issue that virgin media / 02 isn't addressing, the pointless automated messages from forum team don't seem to help either, only had my virgin around 4 days and can't actually configure my account yet, seems a basic service that should be working ..