Forum Discussion

SW20's avatar
SW20
On our wavelength
28 days ago

Change of address and account number

I'm moving home later this week and have been allocated a new account number, which means using my work email address for the time being until, presumably, the existing account is shut down.

What will the impact be on my TV 360 box, the programmes currently saved on it and the programmes scheduled for the coming days and weeks?

And when the installation has taken place can I sign out of the My Virgin Media app and sign in again with my new details or will I need help with that at the time?

Someone from installations will attend, but it would be useful to know in advance what might/might not happen on the day.

6 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    28 days ago

    Thanks for reaching out to us SW20, and welcome back to our Community Forums!

    Provided you're using the same set top box, no changes/alterations to the content or settings on the set top box should come into effect.

    In relation to the self-care account, you will need to register for a new account under the new account number that has been issued.

    This would need to be under and alternative E-Mail address, so it may be worth changing the username of your current My Virgin Media account to the work E-Mail address ahead of the install and thus freeing up your desired E-Mail address to be registered for your new my Virgin Media account.

    Thanks,

    David_Bn

    • SW20's avatar
      SW20
      On our wavelength
      21 days ago

      As previously mentioned, when I thanked you for your advice, I did as you suggested and amended the user names for the existing and new accounts. Everything seemed to be OK at the time, but now I'm unable to sign in to the new account with any user name.

      Your further help would be much appreciated please.

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

        Hi SW20,

        Thank you for the update. We can certainly take a look on the account. 

        I will private message you shortly to confirm some detials. 

        ^Martin

  • SW20's avatar
    SW20
    On our wavelength
    28 days ago

    Many thanks for your advice. I've done what you suggest, so all seems to be well. Much appreciated!

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      28 days ago

      Just make sure you monitor your monthly payments as home moves have led to contractual shenanigans. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      27 days ago

      You're welcome SW20, any issues or queries please don't hesitate to get in touch here and we'll be happy to help.