Have called customer service who didn’t understand and couldn’t help. Tried the live chat on website which said it was o2’s problem. Very frustrating customer service.
the email addresses on the accounts are the same and it won’t let me link them.
Forum TeamHello LauraG231,
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 with your online account at the moment.
Are you still experiencing the issues at the moment or has anything changed? Are you able to share a screenshot of the screen that you're stuck on?
Kind Regards,
Steven_L
Hello Steven,
I also have this exact problem, after trying to login to MyVirginMedia (inputting account number, last name and area code).
On the next screen it asks me to input my email address to link the Virgin account to the Virgin-O2 account...
The error is "This email address is not the one used on your virgin account". I have been locked out after too many "unsuccessful attempts. I know the email is correct, as I have triple checked it. Frustrating as I cannot manage my account or see any bills....
Thanks
Rob
I am also having this exact same issue, new customer and can't link accounts
