Forum Discussion

KBee1's avatar
KBee1
Settling in
2 months ago

Error when registering can’t link account with Virgin Media O2 ID

Hello,

I am getting an error message telling me the emails on my Virgin Media account and Virgin Media O2 ID don’t match. I have used the same email for both. 
I tried registering and it takes me too a page that says:

Sorry, you can’t access this page

You don't have a Virgin Media account linked to your Virgin Media O2 ID right now. Tap the button below to link your account.

when I try clicking the button to link the account it takes me to a page where I can log into virgin Media O2 ID and then it asks for my details including the Virgin Media account number  after submitting the information I then get this error message:

We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.

We’ll then send an email to that email address to approve the transfer.

I’m not able to access my account if it won’t let me register. 
The same thing happens when I click both the sign in and register buttons on the Virgin Media account page.

Please can you help me register and link the accounts.

16 Replies

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

    Hello KBee.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue registering your account online
    I'd like to investigate 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
     

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

        Hi smallpotatoo 

        Welcome to the Community Forums. 

        Sorry to hear you're also having issues with registering your Virgin Media O2 ID. 

        Can you please advise what's happening on your side? We also have steps here that can help with Virgin Media O2 ID concerns that may help. 

  • eveslaws's avatar
    eveslaws
    Settling in
    2 months ago

    I am also having the same problem. I don't go live with Virgin for 2 weeks yet and I can't log in to my account because of this o2 thing which I don't understand as I have never had an o2 account.  The help page on the Virgin Media website just says Bad Request. This is not a good start to my Virgin Experience

  • Debsupea's avatar
    Debsupea
    Settling in
    2 months ago

    Hi, I am having the same issue and would appreciate any help to link my new Virgin Media broadband account to my VMO2 ID. I cannot understand why the email address would be different and it sounds like a widespread issue, looking at this forum. Thanks.

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

      Hi Debsupea 

      Welcome to the Community Forums. 

      Sorry to hear you're having issues accessing your online account, too. 

      I can see that you're already being supported on this issue in another thread. 

      Should you've any further concerns, please do reach back out to my colleague should you need. 

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

        Hi vtlk 

        Welcome to the Community Forums. 

        Sorry to hear you're also having issues with registering for an online account. 

        Please keep us updated after 72 hours, and you're able to complete your registration. 

  • vtlk's avatar
    vtlk
    Settling in
    2 months ago

    Hi, a new Virgin Media user here as well - having the same issue linking Virgin Media broadband account with Virgin Media O2 id, tells me the email I've registered my broadband account with is incorrect - which is not the case as I've been receiving VM emails to that account and it's in my contract documents. 

  • vtlk's avatar
    vtlk
    Settling in
    2 months ago

    OK, chatted with a support bot and got this (it's been less than 72 hours in my case), will see how it goes:

    Please wait until 72 hours have passed before trying to register.

    If you're still unable to register after this time, please let us know.

  • Lnut's avatar
    Lnut
    Just joined
    2 months ago

    I'm having the same issue, I have used the same email addresses and managed to link my O2 account but can't link my vurgin media account and get the same messages as posted here

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

      Hi Lnut,

      Thanks for your post and welcome to our community.

      We're sorry to hear you're having some issues signing into the online account.

      The team are working on a fix for this as a priority.

      We are sorry for any inconvenience that may be caused in the meantime. 

      If you have any further questions, please pop back to us and we'd be happy to help.  


       

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

        Thank you for posting this Crzyere, we are finding Bing does work currently. 

        Did it work for you?