Forum Discussion

jwonno's avatar
jwonno
Joining in
3 years ago

Email Linked to Old Account - Cannot Register or Login to New Account

Many years ago, I had a Virgin Media package (TV, Phone & Broadband I believe) which I closed when moving to a property that didn't require it back in September 2015.

For the new package (boradband) I have ordered in the past week, I used the same email address as it is the one I have used for all official business for decades. Unfortunately it seems that this email is still linked to my old account which is closed. Whenever I try to register with the email I placed the order with I get:

"We're sorry to see you go"

"Now you’ve left us, we’ve closed your account and you can no longer register for My Virgin Media."

If I then try to login to the old account with said email address, choosing "Forgot Password asks for a username (which I have no kept record of), or "Forgot Email Address" asks for D.o.B., Account Number & Area reference (neither old nor new work).

I am stumped as to how to get in or even query the issue as the help centre on the Virgin Media site requires me to login to get to the support pages for accounts :S

  • Kath_P's avatar
    Kath_P
    Forum Team
    3 years ago

    Hi jwonno, 

    Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

    I'm sorry to hear you're having an issue getting registered and logged in for My VM. 

    When you move or take out a new contract, you get a new account so therefore My VM needs to be re-done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you. I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

    Thanks, 

    • Mwh1's avatar
      Mwh1
      Tuning in
      3 years ago

      Same problem and just been told that it is not possible to reuse an old email address so I assume Virgin can no longer have repeat customers if they want to come back.

      I'll have to cancel my package 

      • Carley_S's avatar
        Carley_S
        Forum Team
        3 years ago

        Hi Mwh1, 

        Welcome to the community

        Sorry to hear you're having issues registering for an online account. As mentioned above we can try to see if we can perform a move and transfer of the log in details from the older account to the new account. The accounts must be in the same account holder's name for us to be able to perform this, and you MUST be able to pass account security on both accounts. 

        If you are able to do this, then please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

    • patricki's avatar
      patricki
      Joining in
      2 years ago

      Hi, 

      I'm currently dealing with this issue. been on the phone with multiple people already over the past month and the last resolution today was that i will receive a letter in the post to instruct me on how to create the account.... so i'm losing my patience a little bit, hence why i'm turning to the forum.

      any help will be appreciated.

      cheers, 
      Patrick

      • Adri_G's avatar
        Adri_G
        Forum Team (Retired)
        2 years ago

        Hi, patricki.

        Thank you for taking the time to join our forums and for your first post here, we're happy to have you on board.
        A warm welcome to the VM community. 🙂

        We're sorry to hear you're having issues with viewing your new online account due to this issue, we'd be eager to best help with this.

        In order to view more details and assist you, I'll send you a private message here shortly.

        Please, check the top right-hand side of our page to find a little white envelope.
        Click on this and you'll see my message.

  • Nathantobie's avatar
    Nathantobie
    Joining in
    3 years ago

    Hi all,

    I am also having this problem.

    recently moved and have two accounts, but when logging in my email now only connects to the old one.

    Called helpline which suggested just using a new email with new account number but it already recognises my email and I cannot add another.

    can these two profiles be merged together to the new account number?

    many thanks

    nathan

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      3 years ago

      Hey Nathantobie thanks for reaching out to us and a warm welcome to the Virgin Media forums.

      I'm sorry to hear about the issues with the MyVM accounts since the house move.
      I will assist you on this and get this fixed for you by transferring the accounts over.

      I will send a private message to resolve this.
      Watch out for the purple envelope inviting you in for a private chat.

      Kind regards,
      Ilyas.

      • kostik99's avatar
        kostik99
        Joining in
        3 years ago

        hi 

        i am having the same issues. trying to log on online to view my account, however when loggin in I am taken to my old account.

         

        Please resolve. Thanks 

  • JC23's avatar
    JC23
    Joining in
    3 years ago

    Hi,

    I am having the same issues as the other customers on this thread.

    I rejoined VM yesterday and keep getting the message “ we’re sorry to see you go “ when trying to set up the Virgin tv go app.

    I have had the same issue a few years ago and the customer service team was able to help me so that I could use my email address.

    kind regards,

    James

    • Chris_W1's avatar
      Chris_W1
      Forum Team
      3 years ago

      Hi James, it does sound like there is an issue with the email and may be linked on a previous account. 

      I will send you a PM so that this can be looked into further. 

      Kind regards, Chris. 

    • Chris_W1's avatar
      Chris_W1
      Forum Team
      3 years ago

      Hi James, thanks for PMing us and we are glad to see that this is on the way to becoming  resolved. 

      Please let us know how it goes?

      Kind regards, Chris. 

  • Jason_chan's avatar
    Jason_chan
    Tuning in
    3 years ago

    Good evening,

    I've recently re-joined Virgin Media and I'm getting the same issue as a few others when trying to login - “ we’re sorry to see you go “ - is anyone able to help me so I can login with my pre-existing email and view my new account?

    Thanks
    Jason

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 years ago

      Morning Jason, 

      Thanks for posting and sorry to see you're having some trouble setting up your online account.

      Can you confirm if you have a different email address you're able to register with?

      Alex_Rm

      • Jason_chan's avatar
        Jason_chan
        Tuning in
        3 years ago
        Hey Alex,

        I have a different email address but prefer to use the one already registered, as it's the email I used to purchase the broadband package and also my main email.
  • photoguy7's avatar
    photoguy7
    Joining in
    2 years ago

    Hi,  just found this from google,

    Having the same issue as other folk on here. 

    Recently re-join VM and was silly enough to try use my old email address when trying to setup my new account, now my old email address is tied to both old and new accounts, and it wont show me my new account on the website.  When I try to signup with new email address it says the account is with my older email...

    Is there a way I can use my old email address with new account as this was the email I used to purchase the deal from VM.

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi photoguy7 👋

      Thanks for posting, and welcome back to the Forums.

      I'm sorry to hear you're having some problems registering to My Virgin Media due to an older account. I'm going to send you a private message, so we can look into resolving this for you.

      Please look out for it in the top-right, white envelope or by tapping "Messages" after tapping your profile picture.

      Thanks,

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi photoguy7 👋

      Thanks for your quick responses to my private message. I'm glad we have been able to get this issue resolved for you.

      If you do need anything else, feel free to make a new post and one of our team/community will be happy to help.

      Thanks,

      • Kashif123's avatar
        Kashif123
        Joining in
        2 years ago

        Hi,

        I got myself the same issue. I login to the VM account and find that it shows all the details of my old package, but not my new one. Would you please help with this issue so that it shows the new package instead. Never really was an issue worth fixing before until now because of O2 volt perks.

        Thanks in advance.

  • Allaway11's avatar
    Allaway11
    Joining in
    8 months ago

    Hi I am having the same issue where it says I have another account with my email address. But I dont believe I actually do, I think something has gone wrong when setting up the account. Been on the phone to someone very unhelpful and quite rude. Would be great to be able to access my account again and see my package etc. Any help will be much appreciated!

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      8 months ago

      Hi Allaway11,

      Thanks for posting and welcome to our community 😊

      Sorry to hear you're having some issues setting up your account, so I can help I've popped you over a private message.

      Alex_Rm