Forum Discussion

MoJoPo1's avatar
MoJoPo1
Tuning in
25 days ago

Can't link existing VM account to VMO2 ID

I can't link my VM account to my VMO2 ID - they use different email addresses. I have followed the instructions for linking many times, both from the VMO2 ID end and my VM login. I can't change the VM login password because it tells me there's an existing VMO2 ID using that address, which is me!

I am about to lose access to the email address I use to log in the VM, so need to switch it to the VMO2 ID one, but it won't let me - seems to think I'm a different person.

I can't get through the automated phone system because I don't know my telephone password – I have been a VM customer for decades from when it was NTL, and have never needed this. 

What are my next steps? Any ideas welcome.

Thanks

Martin

 

13 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    24 days ago

    Hi MoJoPo1 

    Welcome to the Community Forums. 

    Sorry to hear you've not been able to register for your Virgin Media O2 ID. 
    The emails would need to be the same, so we would recommend that you change whichever email to the preferred email for both accounts. 
    For the email you wish to keep, you would need to contact the other service provider to change it to match. We are unable to change emails on our side, so you would need to contact either the O2 team on any methods listed here, or the Virgin Media team on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone. 
    The teams will be able to change the email for you so you can complete the Virgin Media O2 ID registration. 
    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • MoJoPo1's avatar
      MoJoPo1
      Tuning in
      24 days ago

      Thanks for trying, but I've already tried everything you've suggested. I need to change the VM email address because that's the one that will disappear. Although there are buttons to do it online it doesn't work.
      And I can't get past the automated assistant (ha!) on the phone because I don't know the phone password I'm supposed to have.
      I'm struggling to understand why VM make such a big deal of changing my email address – I've done it online with my bank, HMRC, 2 credit card providers, house insurance, car insurance, etc., with absolutely no problems.

      • Arissa_H's avatar
        Arissa_H
        Icon for Forum Team rankForum Team
        24 days ago

        Thank you for coming back to us on this thread MoJoPo1 😊

        Please give us a call on the above number and our team will be able to change the email address for you. 

        If you ask our team, they can go through security questions too.

        Let us know how you get on. 

  • Powerless's avatar
    Powerless
    Joining in
    22 days ago

    I have a similar problem so also posting here in the hope Virgin actually help..

    You are telling people to phone  your helpline and change their email addresses - however I can confirm all your human agents are not giving people the same message and all four have told me they cannot do it...

    Similar to original poster I've been a customer for decades but am also going to have to leave because you seemingly cannot do something every other company in existence does without problem..

     

     

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      21 days ago

      Hello Powerless 

      Thanks for your post and welcome back to our community.

      I will have a look at this for you.

      If you don't mind, I'll need to send you a private message to pass security. 
      If you can check the envelope at the top right of your screen, that would be great. 
      Gareth_L

       

  • MoJoPo1's avatar
    MoJoPo1
    Tuning in
    19 days ago

    Hello!
    Can somebody help or do I have no choice but to change my broadband supplier.
    All I want to do is change my email address.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      19 days ago

      Sorry to hear this is still unresolved for you MoJoPo1 
      We aren't able to chain email addresses via the Community Forums. 
      You would need to speak with the team on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, or WhatsApp on +44 7803 089 684. There will be an automated message at the beginning, but you'll be directed to an agent to support with your request. 

      Alternatively, if you need to change the email to match the one you have with your O2 account, then you can also contact O2 support to change the email to match your Virgin Media account, if it doesn't matter to you which email you're using for your Virgin Media O2 ID. 
       

  • MoJoPo1's avatar
    MoJoPo1
    Tuning in
    18 days ago

    I give up, Nobody is reading my posts properly.

     I'll just move to Sky.

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

      Thanks for coming back to us, MoJoPo1. All the agents, including myself, have read your post, but as you've been advised, we're not able to change the email address on the Community Forums due to system restrictions. If you call through to the team and enter an incorrect password, you will be put through to an agent, who will be able to help with your issues and set a new telephone password for you. 

      Kind Regards,

      Steven_L