Forum Discussion

ChrissieBrox's avatar
ChrissieBrox
Settling in
2 months ago

Cannot set up new account

Hi All, like many others, I am a new customer, signed up yesterday and received all the confirmation emails to my correct email address but when I try to register my account and link the virgin media and o2 accounts it claims my emails don’t match. Not a very good first impression I must say. If it doesn’t get resolved soon I can see a lot of us newbies cancelling. Never had this problem with Sky. Why doesn’t Virgin Media make a public statement to everyone explaining why and what they’re doing about it? Very poor customer service.

6 Replies

  • Elouise829's avatar
    Elouise829
    Joining in
    3 days ago

    Hi, I've recently switched broadband provider to VM however when I try to log into my account to view billing or turn off parental controls it says it is sending me a verification email.

    This email never comes through to either email, tried both. So I'm unable to access my account at all, any help is appreciated.

     

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    2 months ago

    Hi ChrissieBrox 

    Welcome to our forums, and thank you for your first post. Sorry to hear you have been having issues when trying to create an account. We truly want to do our best to help from here. 

    We were having an issue with the VMO2 login earlier this week; however, this issue has been resolved now. In your case, generally, you may have issues setting up your account if you have not yet installed. This is because, essentially, you do not have services to reflect in an online account. We would advise waiting until you have been installed and then trying to register again. If you still have issues, please let us know, and we will take further steps to help.

    Thanks,

    • Elouise829's avatar
      Elouise829
      Joining in
      9 days ago

      I am having the same issue, signed up yesterday but can't register as everytime I log in and it tells me a link has been sent to my email there's no email, I've tried both emails and my recovery code which isn't active yet apparently.

      I've just signed up for WiFi via Virgin and have no way to access bills, router settings such as parental control etc. 

      Not a good first impression at all.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        8 days ago

        Hi Elouise829, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you're having issues with setting up your account. You've mentioned that you signed up for services on Saturday - after doing this, have you received a welcome email with your account number and contract details? If not, you'll need to wait for these to be able to start setting up your account. 

        Once the services are installed, you'll then be able to link the VM O2 ID with your Virgin Media account. 

        If you're still having issues once the services are installed and up and running, pop back and let us know so we can help further.

        Many thanks,