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chirpingchirper's avatar
chirpingchirper
Just browsing
2 months ago
Solved

Email addresses not matching for account

I recently got broadband through Virgin media but have had difficulty setting up or linking to a My Virgin Media account. I already have a My O2 account registered with my email address, but I am unable to register for or link a My Virgin Media account to it as it says the email addresses do not match. When using the 'forgot my email address' link for My Virgin Media, the email retrieved for the account shows incorrectly as "[object Object]". This is despite me receiving the account set up emails to my normal email address.

This leaves me unable to access My Virgin Media or manage my account - how can I update this so that I have a working My Virgin Media account? Any attempt to register takes me to the existing O2 account before it fails to link due to the email mismatch.

  • chirpingchirper's avatar
    chirpingchirper
    2 months ago

    I did not get a working solution from support or ringing, but following the steps in this post has fixed the issue for me now: https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

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  • aagibson's avatar
    aagibson
    Just joined
    2 months ago

    we are having the exact same problem, we are new to virgin.

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

      Hi aagibson 👋 Welcome to the community forum! Thanks for joining this thread to let us know about your issues registering with My VM. 

      We do appreciate that there have been a number of teething issues as a result of the changes to My VM / VM02 ID this past week - with an array of slightly different scenarios which we are having to investigate and raise individually. We know it's not been ideal! Please rest assured this has been fed back internally. We'd like to sincerely apologise for any frustration or inconvenience caused. The team behind the scenes are working hard to put in fixes with the platform itself, but thank you for your patience in the meantime whilst we offer support with customers on a case-by-case basis. 

      Sadly we don't have a known fix for this specific type of issue just yet, and so we need to raise each case on an individual basis via an IT Ticket. I will send you a PM to confirm a few account details, and get you to send over a screenshot of the error message that you receive when registering for the IT ticket. 

      Please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering support. We can then return to this public thread with any further updates when possible. 

      Thanks again for your patience in the meantime! 🌞

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

    Hi chirpingchirper 

    Thanks for posting and welcome to the community. Sorry to hear of the issue with the online account. 

    I'll send you a PM now to help further.

    • teddedli's avatar
      teddedli
      Just browsing
      2 months ago

      I'm having the exact same issue, new customer, virgin ID setup but can't link to internet account as it says wrong email address. I've triple checked and also done the forgot email and it returned Object:object. Please can you help me too. Thanks.