Forum Discussion

ryane29's avatar
ryane29
Settling in
4 days ago

Existing customer unable to access account or TV Go

Been a customer for years using an @virginmedia.co.uk email address to login to both the MyVirginMedia and TV Go accounts. I no longer have access to this email address, so I am therefore having issues linking this account to my newly created VM O2 ID. 

When I attempt to link the account, a verification email is sent to the @virginmedia.co.uk account, and I am unable to access this verification email. I have spoken to customer services TWICE, and on both occasions have been advised the issue is resolved, but it has not been resolved.

Any ideas on how to fix this please, as I currently cannot access ANY online services.

6 Replies

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

    Hello ryane29,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account at the moment. 

    Are you able to use an alternative email address to verify your account rather than the one that you don't have access to?

    Kind Regards,

    Steven_L

  • ryane29's avatar
    ryane29
    Settling in
    3 days ago

    No, I have always used .co.uk to log in (was an old staff email). I have no option to enter an alternate email address when attempting to link accounts. It just sends the verification email and I have no way of accessing

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

      Thanks for coming back to us ryane29, are you able to use the 'Verify another way' option to link the accounts?

      Kind Regards,

      Steven_L

      • ryane29's avatar
        ryane29
        Settling in
        2 days ago

        Hello, the 'verify another way' option does not appear for me